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Country of origin incoming ticket in JSM

Mario Tobar January 3, 2023

We are working with Jira Service Management, and for reporting reasons we need to identify the country of origin of every incoming ticket, and then be able to create a dashboard with that info.

 

How can we solve this?

 

Thanks. 

2 answers

2 votes
Joseph Chung Yin
Community Leader
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January 3, 2023

@Mario Tobar -

In my opinion/experience is for you to create a custom field (single select dropdown list) to populate/capture the country of origin on ticket creation.  By default in JSM, since issues can be created via email submissions and via Portal UI, it is very difficult to associate the customers country of origin to his/her account.

Hope this makes sense.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Mario Tobar January 3, 2023

Thanks Joseph!

We can indeed create the custom field, but this info should come along with the user (informer) of the ticket in question, since we have managed account and federated domain, 

 

thanks again!

Joseph Chung Yin
Community Leader
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January 3, 2023

@Mario Tobar -

Since your customer (informer) can assist your identification of country of origin when issue is created, then you can setup Automation for Jira rule to tag your issues appropriately with the country information.  Maybe you don't even need a custom field, but just use "Labels" or other existing fields for the metadata tagging.

Best, Joseph

Kate Pawlak _Appsvio_
Community Leader
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January 3, 2023

"Labels" is a tricky field because it is a cross-project field and case-sensitive. It can be messy after a short time.

@Mario Tobar I highly recommend you create a separate custom field to collect this data. Thanks to this, you'll be able to use it in automation, JQL, filters, and dashboards - in every place in Jira. In the future, maybe you'll be interested in using Forms and changing the form depending on the country. So try to look at this topic wider: why you need this data, how to want to use it, for whom it's collected, etc. 

Best regards,

Kate

CPO & Co-founder @Appsvio | Atlassian Community Leader 

Joseph Chung Yin
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 3, 2023

@Mario Tobar -

I would agree with @Kate Pawlak _Appsvio_ statement except if it is something simple i.e. "USA" in the labels, then it can be easily used in one or multiple projects.  

The true essentance of my suggestion besides of creating a new custom field is finding some other existing field(s) that you can use to conduct your meta data tagging.

Best, Joseph

Oliver Siebenmarck _Polymetis Apps_
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January 3, 2023

Hi,

Just a quick note to a great discussion: Labels are not case-sensitive, at least not on Jira Cloud. They can definitely be searched with JQL, updated with automation and do not have to become messy over time when used right. (And yes, I'm slightly biased pro-labels, as we have a label management app in Marketplace.)

That being said, I do with @Kate Pawlak _Appsvio_ here – Labels are not the best fit for a situation where you just need one option selected from a pre-known list.   Instead, I would suggest the same solution as @Joseph Chung Yin – a single select custom field that's pre-populated with the country names.

Best regards,
 Oliver

0 votes
Nic Brough -Adaptavist-
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January 3, 2023

How are you detecting which country the user is in?

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