Grouping clients from email incident

[kiruthika.ananthanarayanan]

Hi Community.

We have a requirement to group clients according to the tickets that we received.

When an email incident is raised from particular client it has to be grouped under one category to simplify filter process.Portal access will not be given to customers.

Tried generating automation rule using  Reporter  field  to group into one category.

(Like reporter="user" then customer="client1")

But hope we need to key in all the customers to make it working.

My question is  should all customer have jirra access to populate in Reporter field or would like to know any other alternate way to achieve it.

Appreciate your inputs.

Thanks,

Kiruthika

[Jack Brickey]

Will Organizations not work for you? add-an-organization-to-a-service-desk-project 

[kiruthika]

Thanks for your inputs. We do have organization but its being locked in custom field. Also unable to  apply filter based on organization .I'm getting like " Please switch to advanced" while filtering.

I don't have site admin access as well.

Thanks,

Kiruthika

[Jack Brickey]

Yes you need to use Advanced search but you should have access. When in basic do you see the Advanced link just to the right?

[kiruthika]

I have site admin access now. Is there any option to unlock organization field in custom filed.

Thanks,

Kiruthika