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Mapping Subsidiaries to Customers

Colby Cliffe March 22, 2024

We need to map customers to their subsidiaries, so that we can provide visibility on where our tickets are coming from.

The goal is to have a ticket come in with a prepopulated field that ties that user to their subsidiary. We'd want to be able to report on it in a way that we could say "This month, 20 tickets came from sub 1, 30 from sub 2, 19 from sub 3, etc."

Is this possible?

2 answers

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Stephen Wright _Elabor8_
Community Leader
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March 22, 2024

Hi @Colby Cliffe 

Where are the subsidiaries being kept?

Are you able to use organizations for this, or is that already in use?

Or, perhaps consider using customer detail fields?

Ste

0 votes
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.
March 22, 2024

@Colby Cliffe -

I agreed with what @Stephen Wright _Elabor8_ suggestion on using Organizations or customer details to fulfill your ask.

One other option will be creating custom field with possible dropdown list predefined, and use automation setup triggered off from issue created event and then edit the issue to the appropriate value for the custom field.

Automation for Jira reference - https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

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