How can I report on requests created by Department?

We are a single service desk for the entire organization. We would like to report on requests created by department, but I can't find a way to do that out of the box? What are the best practices out there for tracking departments of users and their requests?

3 answers

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1 vote
Accepted answer
Jack Brickey Community Champion Aug 30, 2017

Reporting depends on how you want to report.

If you simply want to see what department (organization) owns the issues then a filtered list that includes Organization column would provide that view.

If you want to create a report for each department then a JQL like:

project = ABC and assignee in organizationMembers("organization")

you can even leave off project if your orgs span projects.

you can also display these on dashboards if desired.

if this isn't helping please provide more details of what your goal is.

This is exactly what I am trying to do. Thank you!

Jack Brickey Community Champion Aug 30, 2017

finally! it only took me almost a week to get it right. ;-)

glad to help. click the checkmark to accept answer...helps others. 

1 vote
Jack Brickey Community Champion Aug 28, 2017

you can:

  • create a custom field (Department) and make it required to be completed by the requestor or
  • use the Organization function and place customers into department organizations, e.g. mycompany_IT, mycompany_Operations, etc.
Susan Ostreicher Community Champion Aug 29, 2017

...but be aware that if you use Organizations, each customer's requests will be shared with the rest of their organization by default.  There's a discussion of this issue here:

Thank you all for your answers, but they don't actually tell me how to report on the information. I have Organizations set up and people sorted into them, but I don't see Organizations as a parameter I can use in the reports.

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