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Track Products provided to Organization


We have been using Jira Software for a while for Kanban Project Tracking and wanted to move to use Jira Support Desk to maintain support tickets for our customers.

The issues we have in making these steps are firstly, there doesn't appear to be an easy way for customers to administer the organization they are in, in addition to this as we then provide different software products to different customers we want to simplify rollout and front line support.

So we would also want to be able to associate the appropriate 'Software Projects (Products)' to 'Organizations' so that customers can define which product they are raising a support ticket for.

Is this possible or am I looking at this problem in the wrong way



1 answer

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Petter Gonçalves
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Oct 22, 2019

Hello Adrian,

Welcome to Atlassian Community!

I understand that you would like to allow your customers to clearly define which organizations and products they are asking for support when opening a new ticket in your support portal, specifically defining the product they are asking for helping by using their organization. Is it correct?

Please, allow me to bring you some concepts so we can confirm that we are on the same page:

Organizations are used in JIRA service desk only for the purpose to restrict/select other customers to access their request, not to select which product they are asking for Support. You can define the level of restriction your customers can give to the ticket they created under project settings > Customer permissions by selecting Who customers can share with.

About the ability to set which project/product a customer is asking for help, I believe the best approach would be to create a select list custom field with the available products and make it required in the request types of your customer portal, so the customers would need to select one of the projects when creating a new ticket.

If you want to define different options available to the select list depending on which organization your customer belongs to, you can follow the logic below:

1 - Define multiple select lists, one for each organization you have

2 - Create a request type group for each organization you will support, so the customers can select their organization when creating a ticket

3 - define each of the multiple select lists in their respective request types in the customer portal, so once the customers click on their request type (organization) they will be displayed with the relevant select list to select their products/projects.

Let me know if this information helps you to achieve your needs.

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