How to organize end-users best to be able to create a queue per department / organization?

[ACN Helpdesk]

What's the easiest method to categorize end-users in Jira service management? We have end-users located in different offices and would like to group them by office.

I found the organizations feature for customers, as well as the asset - department option.

Our goal is to have a queue for each office. Or to be able to filter them when needed by office. 

I have figured out how to create a queue based on the reporter's location using 'reporter in organizationMembers(Name of the office). However, I'm unsure if this is the most effective approach.

Our end-users would also be added to Asset, and linked to Departments. Is there a way to create a queue based on the departments a person is in?

I hope to avoid working with labels linked to the organization.

[Kris Dewachter]

Hi @ACN Helpdesk ,

There are multiple ways that would allow you to set this up.

If your end-users are already assigned to a a user group per office, you could already use the "memberOf()" selection in your JQL to select the tickets created by members of a specific usergroup.

Like you mentioned, assigning end-users to organizations is also a possibility. Then you can use the "organizationMembers("")" selection in your JQL.

Setting users in asset management would also be possible, but will be more difficult to setup.

Best regrds,

Kris

[ACN Helpdesk]

Hi Kris,

Thanks! What do you mean with user group? I don't think I have set up those already.
Do you mean via Directory > Groups? Because if I try to create a group and add a 'customer' I can't find their name/email from the dropdown list. Isn't this only for admins and users that will be solving requests?

[Kris Dewachter]

Hi @ACN Helpdesk ,

Yes i mean the usergroups that you can access via "User Management" --> "Directory" --> "Groups".

Once a group is created, you should be able to add existing users (customers or backoffice users) to the group (if they have an Atlassian User Account).

Best regards,

Kris