Is there a way to assign an Account Manager/Sales Rep Name to a Customer Organization inside JSM?

Wendy Grapentine

Is there a way to assign an Account Manager/Sales Rep Name to a Customer Organization inside of JSM?

Currently, my company uses a different ITSM product and there is a way to assign an Account Manager name to an organization -- which is great for quickly knowing who the Account Manager for that Customer is. Also, we have the ability where each Account Manager can go into the tool and see a list of all their assigned Customer Organizations with the additional benefit of seeing how many resolved and unresolved tickets that organization currently has. 

Is this possible in JSM?

Trudy P Claspill

Hello @Wendy Grapentine 

It is possible for a Jira Admin to add custom fields to customer Organizations as detailed here:

https://support.atlassian.com/jira-service-management-cloud/docs/manage-organization-detail-fields/

After creating Detail fields for the Organization you can add those fields to the Work Items. Agents or Collaborators with permission to View the issues should then be able to create filters to get lists of the issues where they are the "account manager", and Dashboards could be build from those filters.

I don't think there is otherwise a native reporting/filtering option to look at Organizations based on some detail field in the Organization. But I have not thoroughly explored the features around Details fields for Organizations.