Overview of requests in organization

[Ann Christina Rindom Sørensen]

Hi community

Hope anyone can help me :-) 

We are a small software company who just started using JSM with the customer service setup.

As it is now our clients report bugs and other requests by email or phone. We then add them manually to JSM. See an example in the first picture attached, where I created a bug request and added it to the organization "Example Organization". 

And now to my question: Why don't I see this request when I enter the organization page for this company? As you can see in the second picture the request box is empty within this organization even though there is more requests created and added to this specific organization.

[Zoey Wang]

Hi @Ann Christina Rindom Sørensen 

May I know if the reporter in the test has been added to the example organisation? From the second screenshot, it seems like there are no Customers in the org yet. 

I guess when the repoter created the ticket, the Org label was selected as needed, that looks fine. However, by design, the customer / reporter still need to be manually added to the corresponding Org, which seems have not happened yet.

Hence, please try to add the customer in and fresh the view to test it out again. That should work otherwise please call out.

[Ann Christina Rindom Sørensen]

Hi Zoey

Thanks for your answer.

I followed your advice and added the reporter (me) as a customer.  

Now I can see the requests in the Organization page.. Unfortunately it is all requests created by me as a reporter, I now see on this Organization page, and not only the requests related to this specific Organization. In the picture below the request "SUP-1" is not realted to the Example Organization.

Since all tickets/bugs are added to JSM manually by our employees, there will (as it is now) never be any external customers.

Isn't it possible to get an overview of all requests related to a specific organization, when the requests is created/reported by us as users of JSM?

[Zoey Wang]

Hi @Ann Christina Rindom Sørensen 

With "SUP-1", you mentioned that should not belong to the Example Org but still be listed under it. That is due to its Reporter / Customer belonging to the Org, thus all the tickets raised by the Customers will be reflected in this view.

"With organizations in Jira Service Management, you can save time by not having to add the same customers to multiple service projects. " Organizations is to help you manage customers - that is the key to understand.

To fix the problem, set up different user representatives for separate organizations and raise corresponding tickets. You will be able to view the tickets under the associated org.

Any questions let us know.

[Zoey Wang]

@Ann Christina Rindom Sørensen further questions on that?