How to show Organization name on a JSM ticket

[Simon Matthews]

Hello Community,

We have just upgraded to the Premium plan in Jira Service Management for better context of our customers relative to their organizations for our support agents.

What is the easiest way to show Organization name on a ticket without having the ticket shared with all customers in the organization ?

Thanks

[Matthias Gaiser _K15t_]

Hey @Simon Matthews

I believe there is no easy way for this.

However, if you're fine in creating an automation which performs a call to the JSM REST API, you can achieve this. I'd sugget such an automation:

• When: Issue created
• Then: Send web request
  • You need to call the get organizations endpoint of the JSM REST API and provide the accountId of the reporter
  • In HTTP headers, you also need to set authentication details
• Then: Edit Issue
  • From the response you can then read the organization name and save it in a custom field of your choice or prepend it to the summary, or similar.

Does this help?

Cheers,
Matthias.

[Dan Breyen]

I did the API call on my system.  When the ticket is created, you are getting the Organization of the Reporter and then updating the Organization on the actual ticket itself.  It was pretty complicated and I didn't need to make a custom field to store it.  I would suggest contacting support for assistance.  They did the heavy lifting in my situation.

I specifically turned off the part of sharing a ticket with the whole organization because it was just too much.  It would be nice if the Organization could be set on the ticket by default.  As an agent, for reporting purposes, I would want to be able to see how many tickets were created for a specific organization.  

I know there are a few 'Suggestions' submitted around organization.