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What does "organization" mean in the context of Service Desk?

Ada Kardos

When setting up access for clients to your Service Desk, a user can share their issue with others. One of the options is "Other customers in their organization". How is "organization" identified or defined? How does JIRA know who other members of their organization are?

Accepted answers

M Amine

Hi Ada,

According to Atlasssian documentation : "Organizations are groups of customers that are shared across projects".

Also according to another documentation :

"Service teams can :

Filter queues by organization. You can now scan your queues by the organization that submitted them and assign team members who are familiar with that organization’s needs. Teams outside of the immediate service team can also monitor the queues and know what the most urgent issues are. Speaking of urgent issues…
Customize service level agreements (SLAs) by organization. Some companies have different requirements for SLAs. Now you can customize your SLAs by organization, and reduce headaches to make sure you never miss an important deadline.
Pull reports by organization. If a client or company wants to get visibility into how your service team is helping them, you can now pull reports by company.

And the value of this feature extends to your customers, too. They can view and share each other’s requests and also sign up to receive notifications. Learn more about how to set it up."

"How does JIRA know who other members of their organization are" => You define organization. It is fully configurable.

Hope it helps.

Cheers

All comments

M Amine

Hi Ada,

According to Atlasssian documentation : "Organizations are groups of customers that are shared across projects".

Also according to another documentation :

"Service teams can :

Filter queues by organization. You can now scan your queues by the organization that submitted them and assign team members who are familiar with that organization’s needs. Teams outside of the immediate service team can also monitor the queues and know what the most urgent issues are. Speaking of urgent issues…
Customize service level agreements (SLAs) by organization. Some companies have different requirements for SLAs. Now you can customize your SLAs by organization, and reduce headaches to make sure you never miss an important deadline.
Pull reports by organization. If a client or company wants to get visibility into how your service team is helping them, you can now pull reports by company.

And the value of this feature extends to your customers, too. They can view and share each other’s requests and also sign up to receive notifications. Learn more about how to set it up."

"How does JIRA know who other members of their organization are" => You define organization. It is fully configurable.

Hope it helps.

Cheers

Ada Kardos

Thank you, Mohammed!

Ada Kardos

When I asked this question, it was more from a configuration perspective - I didn't see where Organizations appeared or where they tied in to users, since there is no concept of "Organization" in a user's profile.

Now I see that it is simply a top-level organizing principle for the Customers list in Service Desk. You create an organization, manually enter a list of user names or email addresses (there is no auto-complete), and then users are listed under their organization.