Best Pre-Defined Field For Clients / Companies / Customers

[Jared G]

Hi,

Years ago, our Jira admin at the time (now myself but not then) created a custom field titled "Clients".  While this serves it's purpose it a) lacks the benefits of using the Organization field and b) will likely not map to Atlas, the CRM add-in.

I am now in the process of attempting to move the team to the Organization field, but had some preliminary questions.

1. Is the Organization field the best choice to hold client data?  We service companies, and the employees would be the customers.

2. It appears that the Organization field only displays organizations for the project that you are in.  If this organization exists in two projects, is there a method to define that, or would you have to create it twice?

3. Unlikely that anyone can speak to it, but does anyone know which field is most likely to be tied to the Company field in Atlas?  We want to ensure we don't have to do this a second time!

THANKS!

[Rebekka Heilmann (viadee) · Accepted solution]

Hi @Jared Greig 

1. Yes. Behind the field "Organization" lies the functionality of sharing Requests with colleagues. Customers will be able to choose whether to share the Request with everyone in their org or no - if set up correctly.

2. Organizations are shared between projects

3. I suggest simply asking the Vendor that question :) 

[Jared G]

Thanks Rebekka, so kind to offer this great reply!

I have found that my organizations in one project do not exist in another project, and I do not reflect the "in 1 project" shown in your screen shot.  Do you know of a setting needed to allow this?

I'm extracting that the organization field is the best field to use when working with customers / clients - I will move forward with that, thank you!

[Rebekka Heilmann (viadee)]

Can you check Administration > Products > Jira Service Management > Organizations ?

My screenshot is from the Customer Section in one Service project. There are no further settings needed. It even works between Company and Team managed Service projects on my instance.

[Jared G]

Hi Rebekka,

Thank you for taking your personal time to assist me, it's very thoughtful.  I am definitely not seeing organizations cross projects.  All projects are JSM, with the type being Service Management.  I'll also note that I am the global admin / site owner (just to rule out permissions).

I followed the instruction: Administration > Products > Jira Service Management which gives me the 3 dots with the following options: Manage Users, View Product, Open JSM, Jira Settings, Manage Jira Apps.  None of those took me to anything related (I did not see an Organization setting or section here).

If I interpret the instruction to guide me to the Organization, within the project, it shows the added organizations (and customers under them), but ones listed under one project do not match ones listed under another project.  If I add an organization to one project, it does not add to the other.

I've included a screenshot.  I had to blue out some items that could help but I think you can def tell the organizations are def different (you can tell by the blur length, and project names)

Thanks again,

[Rebekka Heilmann (viadee)]

They are not automatically added to each project, but once created from either project, you can add the one and the same org to the other project.

[Jared G]

Okay, I see now.  I was unaware of this step.

Thanks Rebekka, appreciate your help!