Is it possible to edit the JQL for customer open ticket queries from the customer list?

Question

When running queries on open customer tickets from our customer list (by clicking on the number of tickets next to each customer) the following query is used:

reporter in organizationMembers(XYZ) AND resolution = Unresolved AND project = SER AND "Customer Request Type" is not EMPTY

While this is very useful it has created a few issues for us.

1) When an agent who is linked to a given customer group raises an issue for a different organisation, this still appears on the query output

2) When an agent raises an issue on behalf of a customer and they're not part of the organisation this is not included on the query output.

The key factor here is the query: Reporter in organizationMembers. I was wondering if there was any way to edit the customer list to use the "organizations = XYZ" query instead? I've found this to produce more reliable results when run manually than the above.

Kind regards,

Oliver Clark

Jack Brickey · Answer

Ah, got it! So the answer is no, you can't edit these defaults but you can easily create an alternate solution by using a Dashboard. You may already have considered this but if not you could create a filter per org and use a pie chart to convey by status. Now arguably with a lot of organizations this could be one busy dashboard. Another option is to look at this app - rich-filters-service-desk-dashboards but only available for Server.

Former user · Answer

Clicking on the number of open requests runs the query I mentioned above. Thanks for the swift reply

Former user · Answer