Hi there, A couple of questions around the Organizations concept in JIRA * I'm trying to use this field across other projects as well, because I need engineers to know which Organization is the respective ticket originating from (important for various reasons). The problem though, is that once I clone a JSM ticket and move it to a JIRA Eng project, the Organizations field doesn't get cloned and respectively remains empty. Is there a way to fix this w/o using a custom field and maintaining my Orgs in two separate places? * Is there a way to create a ticket on behalf of a Customer/Org? As I'm transitioning my org to use JSM, there'll be a period where customers will still be using their old ways of requesting support and I want to be able to create requests on their behalf (not asking them to do it themselves). Thanks in advance! Cheers A

Hi @Alexander Kolev * The Organisations function is only usable in JSM projects, not in other project types. A workaround, would be to create a custom field used by the other project types and an automation rule that while cloning, copies this value into that field. * Only if that user has an Atlassian account, so the user has to be a customer on your instance.

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Organizations use across projects

Alexander Kolev_ob7w8m

Hi there,

A couple of questions around the Organizations concept in JIRA

I'm trying to use this field across other projects as well, because I need engineers to know which Organization is the respective ticket originating from (important for various reasons). The problem though, is that once I clone a JSM ticket and move it to a JIRA Eng project, the Organizations field doesn't get cloned and respectively remains empty. Is there a way to fix this w/o using a custom field and maintaining my Orgs in two separate places?
Is there a way to create a ticket on behalf of a Customer/Org? As I'm transitioning my org to use JSM, there'll be a period where customers will still be using their old ways of requesting support and I want to be able to create requests on their behalf (not asking them to do it themselves).

Thanks in advance!

Cheers
A

Accepted answers

Marc -Devoteam-

Hi @Alexander Kolev

The Organisations function is only usable in JSM projects, not in other project types.

A workaround, would be to create a custom field used by the other project types and an automation rule that while cloning, copies this value into that field.
Only if that user has an Atlassian account, so the user has to be a customer on your instance.

All comments

Marc -Devoteam-

Hi @Alexander Kolev

The Organisations function is only usable in JSM projects, not in other project types.

A workaround, would be to create a custom field used by the other project types and an automation rule that while cloning, copies this value into that field.
Only if that user has an Atlassian account, so the user has to be a customer on your instance.

Alexander Kolev_ob7w8m

Thanks for your reply @Marc -Devoteam-

Ok, that will do. As for the second bullet - how do I create this on behalf of an existing Customer (with account and all)?

Alexander Kolev_ob7w8m

@Marc -Devoteam- thoughts?

Marc -Devoteam-

Hi @Alexander Kolev

I suspect you are org, site and product admin on the instance, are you also a member on the JSM project and have the role Service Team and Administrator.

Of course you need to have a JSM license as well.

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