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Ability to View all issues of an organization

Elisa Sanjuan September 12, 2023

Hi

As an Account manager, I would like to be able to "subscribe" to several organisations to be notified each time they open a ticket

 

At the moment I can only start watching Tickets after someone lets me know that they have opened it.

Thank you, 

2 answers

1 vote
Stanislav Kotakov September 12, 2023

Hi Elisa ,

In Jira Service Desk, Jira tickets entered by customers are referred to as “requests.” In Jira Software or Jira Service Desk queue, a request is referred to as the “issue.” Jira Tickets help in saving time and money as users are capable of recording all issues, communications, and notes in a single too.

In that case go to AUTOMATION section and create very simple rule .

rule.png

First pick an Issue created trigger , then add component Issue fields condition , after that fill the fields with Project , is one of , and for the final one Value - list the projects you want .

After that just add action rulee.png

Field Add these watchers with the user/s who is/are going to see.

Hope that helps ! c(:

Elisa Sanjuan September 12, 2023

Thank you

 

I will try it!

1 vote
Dan Breyen
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September 12, 2023

Hi @Elisa Sanjuan welcome to the community.  I was looking for a similar report, but didn't find anything out of the box.  I ended up doing two things.  I made my Account Managers customers in all of the organizations that they had in their portfolio. Then from the portal, they can select the Organization and all the tickets are available to them.

I also made a filter in the application so all the Account Manager needed to do was change the organization of the query and then run the filter to see all the issues.  I'm sure there's a better way to do it, but that's what I came up with so far.

I didn't want notifications to go out to the whole organization every time a ticket was created.  That was too many emails.  I would think your Admin could use some sort of Automation to automatically add the Account Manager as a watcher to each ticket and or send an extra email when the ticket is opened.

Hope that helps.

Elisa Sanjuan September 12, 2023

Thank you Dan,  I will try that!

Elisa Sanjuan September 12, 2023

@Dan Breyen  Thank you, I have added myself to a few accounts (I have over 300!) and it is a good way to keep an eye

Miss the notifications like with our old system, but a good alternative for the moment

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