user group for service desk customers?

Hello,

I want to configure the sla in a service desk just for the issues a service desk customers has created. But the filter for membersOf(service-desk-customers) does not work.

Is it possible to handle sla just for these kind of issues so I can differ between the internal and external issues?

Note: I don't have created a service desk customers group by myself. I created a test-customer for my service-desk and this user is listed in a "Service Desk Customers" group (i think this group was created automatically). But I don't find this group in the filter options and also not in the global-group-settings. Do I have to create this group by myseld?

Thanks for some help!

Best regards,

Timo

 

######

I can't anser my own question or add an comment:

 

Hi Nic,

thanks for your reply. I just wanted to post the same solution.

My jql is

issuetype = Incident AND created >= startofday("+9h") AND created <= startofday("+16h") AND reporter not in (membersOf(jira-users))

Best regards,

Timo

1 answer

1 accepted

1 vote

Ah, it's not a real group, because the customers are not considered to be actual "users".  The only way to test for a user being a customer or not is to check if they are a proper user or not - i.e. "not a member of jira-users"

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,305 views 14 20
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot