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Can our customer categolize the ticket within their organization?


We are using Jira Service Management as the help desk for B to B.

Our customers want the following features.  And for No.1 I believe that the current JSM can support it.  But for No. 2 and 3, could you teach me if possible?  If not are there any add-on to support those?

1. View all tickets created within the organization  (I understand it is possible to do)

2. View all tickets by categorizing them by tag (Company, Department)

3. View all tickets based on the severity (Highest, Hight, Medium, Low, Lowest)

1 answer

1 accepted

1 vote
Answer accepted
Ismael Jimoh Community Leader Dec 21, 2020

Hi @kazusa.oi 

  1. Is already possible. Make sure you have all members of each organization mapped correctly and when users go to the JSM portal, they can click Requests and select all. Select created by anyone in the second field.
  2. This will require an addon like My Request plugin(available on Jira server). I will suggest reaching out to the vendor to see if they are working on this right now: else check at if such a feature has been raised(if yes, vote and follow it and if not, please create one).
  3. Similar to 2 above.

Cheers and hope it helps.

@Ismael Jimoh Thank you very much for the info!

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