Is it possible to edit the JQL for customer open ticket queries from the customer list?

[Oliver Clark]

When running queries on open customer tickets from our customer list (by clicking on the number of tickets next to each customer) the following query is used:

reporter in organizationMembers(XYZ) AND resolution = Unresolved AND project = SER AND "Customer Request Type" is not EMPTY 

While this is very useful it has created a few issues for us. 

1) When an agent who is linked to a given customer group raises an issue for a different organisation, this still appears on the query output

2) When an agent raises an issue on behalf of a customer and they're not part of the organisation this is not included on the query output.

The key factor here is the query: Reporter in organizationMembers. I was wondering if there was any way to edit the customer list to use the "organizations = XYZ" query instead? I've found this to produce more reliable results when run manually than the above. 

Kind regards, 

Oliver Clark

[Jack Brickey]

@Oliver Clark, welcome to the Community. Can you please provide a screenshot of where you are "clicking on the number of tickets..."? 

[Oliver Clark]

[Oliver Clark]

Clicking on the number of open requests runs the query I mentioned above. Thanks for the swift reply

[Jack Brickey]

Ah, got it! So the answer is no, you can't edit these defaults but you can easily create an alternate solution by using a Dashboard. You may already have considered this but if not you could create a filter per org and use a pie chart to convey by status. Now arguably with a lot of organizations this could be one busy dashboard. Another option is to look at this app - rich-filters-service-desk-dashboards but only available for Server.