Jira Service Management : Ticket opening filter requestion participants list according organization

Question

Dear Team,

Is there any possibilities to filter request participants results by organisation while creating or modifying a service management ticket. The idea is to avoid misclick or choosing wrong contact from another organisation or contact without organizations. espacially when searching by generic or group email addresses who are praticly identical the risk of error is huge.

informatique@xxxx

...and of cours keep possibilities to expand search for others contact outside organization or internal contact (colleague from same Jira project) by clicking a button expend results for contact outside organisation

Dan Breyen · Answer

Hi @Sylvain GROUSELLE welcome to the community.  I found JSDCLOUD-13038 which sounds like the functionality you are looking for.  I would agree there should be some sort of filtering on the Request Participants.  Especially as we're working with external customers, I don't want John Doe from Company A to be a Request Participant on Company B's Service Request when I meant to select Johnny Doh from Company B as the Request Participant.

If that is your request, I would suggest voting for and watching it for updates.

Sylvain GROUSELLE · Answer

Dear Tomislav,

Many thanks for your help !

kind regards

Tomislav Tobijas · Answer

Hi @Sylvain GROUSELLE ,

From my knowledge, no, you cannot configure/subfilter this (or any other user picker) system field. At least not based Organization system field.

I've tried checking JAC for open feature suggestions related to this, but with no luck.
You can potentially discuss it with Atlassian Support and they could open one for you.

Now, as some kind of workaround, you could use Assets and Assets fields. But, this would probably require some advanced workarounds as you'd need to have a complete database of organizations and customers in Assets + automate & connect those 'picker fields' with the system ones in order actually to share a ticket with the selected entity. 🫤

Cheers,
Tobi