How are you structuring Organisations with multiple departments with different product configs

Question

We work with large clients whose product setups are highly configurable. A single client can have multiple departments using our suite, each with distinct configurations.

Today, each client has one Organization in Jira Service Management (JSM). When they open a support ticket, it’s hard to identify which department’s configuration applies because the setups differ significantly.

We’re looking for a way to represent not just the Organization, but also its departments in JSM, so we can use Products and Enablements at the department level rather than only at the Organization level.

Has anyone implemented this successfully?

Goal: When a customer from a specific department contacts support, the ticket should include only that department’s configuration details—not the configurations for all departments.

John Funk · Answer

Hi Alitia - Welcome to the Atlassian Community!

Why do you mean by "Configurations"? The Organization field is mainly used for providing access to tickets to multiple people. So, if a user in Organization X creates a ticket, then typically user in Organization X can see that ticket. If you want to limit that by Department, then you should create Organizations at the Department level. Something like Acme - Accounting, Acme - IT, Acme - Legal, etc.

If you do that, then you can more easily update other fields associate with the Department.

Jehan Bhathena · Answer

Hi @Alitia St Pierre ,

If you have the data at hand, i.e. which configuration applies for which Customer I'd suggest making custom fields with these details, and updating those via automation when someone from that domain makes a ticket.

Another solution would be to use "Assets", but this is in the higher plans, you can find more info for it here: A Guide to Asset & Config Management with JSM | Atlassian.

If you choose to use Assets, you can add all your individual configurations in as Objects, and the Clients as other objects, once done, link those, this will give you a visual map of the linkage and this is linkable to JSM tickets too.