Hello.
This is a question to ensure JSM is capable of supporting our customer base.
Its probably easier to explain a use case and see if there is any input if this is achievable or if we need to revaluate how we will use JSM.
We support many Organisations (Such as Umbrella company 1, 2 and 3).
From these Organisations, they have many sites (Such as Company 1, has site A, B, C)
If a customer logs the incident, we want this incident to go against a specific Organisation and Customer level for service reporting.
All of these Umbrella companies have the same email domain, so no distinguishing what site they come from, so this will have to be picked up from the email text. Any staff member can report the issue via email, so they will not be able to access our JSM platform.
We want these tickets to fall into an open queue, and then we can assign these incidents to that customer (or do it automatically)
Current Flow not using JSM
Customer emails generic support inbox
Details are taken and a incident created against the relevant customer AND site
Ideal flow would be
Incident reported
Assign incident to Customer and Site
Resolve
Close
Report incidents at a site level.
Is this achievable with JSM and is there any documentation for setting up this type of helpdesk? Or would we have to use a custom field containing all organisations and sites and use these custom fields for reporting purposes?
Kind Regards
