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When tickets are created in JSM we have to manually set the organization. I would like to automate this process, but I have two issues. First, our CX team said that adding Organization to a ticket essentially makes everybody in that organization a watcher for the ticket. To get around this I plan to have a read-only field that captures the organization (let's call it customer). That should avoid unwanted notifications on tickets.
The second problem is looking up the organization. https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-organization/#api-rest-servicedeskapi-organization-organizationid-user-get allows me to retrieve all users in an organization but I would like to lookup the organization for a specified user.
Please tell me that I'm just missing an obvious property or something. This feels like it should be easy but I just can't see the way to do it right now.
Any help would be greatly appreciated.
I have seen more and more cases like this challenge you shared, especially in service desk teams that serve multiple organizations and areas (whether internal employees or external customers).
If you need to bring this information about the organization from an Identity Provider such as Okta, Azure AD, Onelogin, etc.. an alternative solution is to use a plugin that my team and I are working on, "Mindpro Sync - External Data from OKTA, Azure AD & Google"
This app allows you to integrate with identity providers like Okta, Azure AD, and OneLogin to display user attributes (such as the reporter Organization, Location, Manager, etc..) inside Jira and JSM Portal and (re)use these attributes data to create JQL queries, filters, dashboards, create JSM queues, use in advanced automations, and more.
Additionally, you can:
This app has a 30-day free trial version with full support and onboarding assistance included. If you want, we'd love to offer you a live demo where you can talk about your specific needs.
Hope it helps,
Eduardo, from Mindpro team