Organization for issues created by employees

Question

Hi everyone,

we are relatively new to working in the cloud and with JSM and have the following problem. When our employees create an issue for a JSM customer project, the organization is not a mandatory field and we often forget to set it. The customer then does not see such an issue on his JSM screen. If the customer creates an issue via the JSM screen, the organization is automatically filled in and everything is fine.

It looks like the organization cannot be set as a mandatory field here either. Is there another way to add the organization from the project to the issue if it has been forgotten there? We usually only have one organization per project for customer projects.

Thank you & best regards

adam_e0hpf8 · Answer

Hi @Dave Mathijs

thanks for the reply.

That surprises me now, we don't tend to do that. Since the normal Jira issue view, in contrast to the portal view, contains the complete fields and workflow buttons, we actually always use it to record the processes - even if they are for customers of a jsm project.

In the meantime, however, we have found a workaround and were able to add a “field requiered validator” with a condition (projecttype=servicedesk) in the workflow, in the confirmations when creating the issue. This way, at least we don't forget to fill it in.

Dave Mathijs · Answer

Hi @adam

When you agents create issues/support requests on behalf of customers, it is best practice to do this via the portal instead of the Create button.

When you raise the request on behalf of <customer name> and that customer is a member of an Organization, it will appear in the issue.