JSD Server - How to get an organization when the request is marked as private

Question

We have a business case where our sales managers will review all requests made by our customers prior to calling them. Our sales managers are not agents in our JSD, they are just collaborators. We setup a search filter but can't use the Organizations field as that is restricted to JSD agents. The workaround was to copy the organization info to a custom text field which is part of the search filter. If a customer submits a request and shares it the organization the organization info is there I can copy it into the custom text field, however if a customer submits a request as Private the organization info/field is blank. All our customer accounts are within organizations in JSD. Any ideas on how to get the organization name for these private submissions? We do not use ScriptRunner.

I know there is this JSDSERVER-4903 with Atlassian but it does not help me now.

Angélica Luz · Answer

Hi Drew,

You are correct about option 1, if you have 200 organizations, you will have to create 200 "Ifs".
We also thought about queues to filter the tickets, but it would be necessary to create 200 queues as well.
Unfortunately this is the options that we have, otherwise, we will need the feature to be implemented.

Regards,
Angélica

Drew Smith_xzkuvh · Answer

Angelica,

Thanks for the response.

1. Automation - I am interested in this example and tried it upon trying I realized that your example has "org1" where org1 would be an organization in our system, this can't be a blanket/wildcard entry that would go thru each organization to find which one the reporter belongs to.  If I am correct in this statement I would have to have an automation IF statement for every organization. If we have over 200 organizations that is a lot of IF statements the system would have to go thru. If my statement is wrong or if you have more thoughts on how to use this I would be more than willing to give it a shot.

2. I had already proposed having a customer field to be filled in when the customer submits the requests but all the departments that get requests submitted felt the customers would be questioning why that is needed, that we should know what company they are from thus I removed the field.

Angélica Luz · Answer

Hi Drew,

We found two workarounds that may help you:

1 - Automation:

Create an automation that checks if the reporter is a member of an organization and then edit a field, for example:

WHEN: Issue created
IF: Issue matches: reporter in organizationMembers("org1")
THEN: Edit issue > Field > Choose the field and type the name of the Org.

2 - Add a required field in the customer portal for the customer to choose their organization. It won't be nice for the customer that will share with the organization because they will have to add this information twice but is an option for you to take the information of this field and copy to another one.

Hope this helps!

Regards,
Angélica