How to use Organizations int Jira Software

[Jota]

Hello guys!

Can someone please tell me if Jira Software is possible to use, or rather, bring the client organizations from the Jira Service Desk issues?

Look, this is the scenario: I receive tasks from the Customer Portal with the names of their respective organizations. When I open issues for my technical team in the Jira Software, I must have the names of the organizations to account for my clients' hours. Or is there another way to do it?

Thanks a lot.

[Zoryana Bohutska _SaaSJet_ · Accepted solution]

Hi @Jota 

As an alternative, you can try to use SLA Time and Report (developed by my team). It lets you set SLA for all types of projects (from Jira Service Management, Jira Software, Jira Core). 

Regards

[Dirk Ronsmans]

@Zoryana Bohutska _SaaSJet_ 

maybe I'm mistaken but could you elaborate on how a SLA calculation would provide insight in the time logged against multiple issues linked to a JSM ticket?

[Zoryana Bohutska _SaaSJet_]

@Dirk Ronsmans 

Sorry, I misunderstood the problem.

For this case, you can consider other solution Time in status for Jira Cloud. Using its Pivot table feature, you can create the time spend report for L3 support (Tech tasks). 

I hope it will help.

Regards

[Dirk Ronsmans · Accepted solution]

Organizations is indeed a concept known only to JSM and not JSW as it pertains mainly towards the Portal (which JSW doesn't have).

organizatons is merely to limit who can see what on the portal. (you can share issues with people from the same organization)

If you want to sum up the worked hours on your (imho) linked issues that your devs work on in JSW I would just try to aggregate the worklogs up to the JSM issue.

You mention you recieve the organizations through the ticket so is that some custom field information then and not the default organizations mechanism?

[Jota]

Hi @Dirk Ronsmans

Thanks for your help.

I loved your idea.

Do you know how can I aggregate the hours from JSW in JSM?

About the organizations, when a client open a ticket, it comes with the client organization field.

Thanks.

[Dirk Ronsmans]

Well It would be with the premise that you link the jsw issues to your jsm issue. 

then you could use an automation to go through the linked issues (of a specific type) and sum that. 

or, something that might be easier is to do a jql with the lookupIssues smartvalue and just sum those worklogs up. Only thing there is that you are limited to 100 items. 

i’ll try and whip something up as an example

That way the organization part is handled by the jsm ticket. Cause tbh I see no added value in adding an organisation in the jsw issue. The link should be enough no?

[Jota]

I think so.

My "problem" is exactly that.

For each task received, we open a linked task in JSW for the development team, so I need to add the hours to get the total amount.

Thank you again.

[Jota]

Hi @Dirk Ronsmans

God bless you!

I did the automation and it's running now.

The only thing I still trying is bring together the key and summary from the issues. I tried this way, but didn't work. He is typing the key and the title of the main issue instead of the linked issue.

Please, do you know what the smart value to use?

Thank you.

[Dirk Ronsmans]

Hmm that's always something that my brain needs a few moments for.

did you try {{issue.key}} and {{issue.summary}} ?

I believe this should be the "current" issue you are currently looping thru

The Spanish? is throwing me of a bit :)

[Jota]

Yes, I tried {{issue.key}} and {{issue.summary}} too, but the same happened.

[Dirk Ronsmans]

Strange, I just dit a simple rule with a manual trigger to output the key of the linked issues.

So I trigger the rule on ISD-31 and there is one linked issue (ISD-29), when I run the rule the output is the key of the linked issue using {{issue.key}}

[Daniel Ebers · Accepted solution]

Hi @Jota

I see some great suggestions here already - in case it is just about duplicating the organization over to a Jira Software project I noticed it works using a automation rule.

It's not pretty, though.

- in Jira Service Management project it uses a "vehicle" name "Org", basically just for copying the organization data back and forth
 - in Automation:
      - edit issue fields "Org" with value {{issue.customfield_10002.name}}
        (where customfield_10002 is the "stock" Organizations field from Jira Service Management, it just sets the Organization to the "Org" field)
      - create a new Task in Software project
        (Choose fields to set: "Org" - "Copy Org from Trigger issue")

In case this seems suitable you might need to work on a proper trigger - probably you only want to have this working when a link is established to an issue in Jira Software projects (and therefore dropping the "create a new Task in..." part).

Regards,
Daniel

[Jota]

Hi @Daniel Ebers

Thanks for your help.

What I need is exactly what @Dirk Ronsmans said, to aggregate hours JSW in JSM.

But your way can help me too.

Thaks a lot.

[Pramodh M · Accepted solution]

Hi @Jota 

Please correct me if I am right here.

So you are managing the tasks handled by your team in Jira software, and all the issues are raised in Jira Service Management.

May I know what is requirement you are trying to achieve here?

You can think of automation to do so if this is really your requirement.

Thanks,
Pramodh

[Jota]

Hi @[deleted]

Exactly.

When I receive asks in Jira Service Management and I need that our devs work in the case, I create a task in Jira software to them.
However, I must to sum each hour worked to billing my customers.

I don't know how to do this, because the Jira Software does not let me input Organizations. Watch this video.

I already created an automation, but didn't work.

You got it?

Thank you for your attention.

[Pramodh M]

Hi @Jota

The Organizations field is only set to use in Jira Service Management!

The workaround option is we can have a custom field for Organization in JSW as it does not allow the Organization field to be used in JSW. This came to my mind since you are managing the issues, it's one more field to fill in.

[Paul Timms]

We have the same wish. To explain in simple terms:

In JSM there is a single project (HELPDESK), with two organisations (ABC Ltd and DEF Ltd).

In JSW, there are projects ABC and DEF.

JSM tickets arrive:-

HELPDESK-1  Org: ABC Ltd
HELPDESK-2  Org: DEF Ltd
HELPDESK-3  Org: ABC Ltd

From HELPDESK-3, a JSW issue is created for project ABC (issue ABC-1) because it requires development.

Time is logged by JSM users against all three HELPDESK issues.

Time is logged against ABC-1 by developers.

It is not easy to get a combined total of time spent on ABC Ltd because there is nothing to link project ABC to organisation ABC Ltd.

I know that organisations in JSM have a slightly different purpose, in that they allow customers (people) to view all other issues for their organisation. Maybe there should be another "common" field which is used to link JSM and JSW issues and allow reporting across them?

[Troy Anderson]

This seems like such a straightforward, common challenge, especially when the work effort is originally spawned from a service issue.  I am looking for a way to consistently track all work efforts by client/customer.  The Organizations functionality would be the model for this, it seems, except that it is specific to JSM.  A custom field will likely be the solution for me for now, but maintaining yet another list of clients is not cool man, not cool

-T

[Tino]

I agree with you. You can see that a lot of jira users have the whish to handle organistion & customers in JSW. I don`t understand why atlassian think there is no added value in adding organisation & customer in JSW. Especially für reporting and aggregatoin of (full) workflow information this is very helpful. Its nice to generate this information with custom fields but should be a default function for the whole jira products. Maybe Atlassian will improve the organisation/customer integration with this issue: https://jira.atlassian.com/browse/JSDCLOUD-10686

[Influential Eliot]

The functionality has been asked for over ... and over ... and over ... and over. :(

We'll never get it. :(