Organizations use across projects

[Alexander Kolev]

Hi there,

A couple of questions around the Organizations concept in JIRA

• I'm trying to use this field across other projects as well, because I need engineers to know which Organization is the respective ticket originating from (important for various reasons). The problem though, is that once I clone a JSM ticket and move it to a JIRA Eng project, the Organizations field doesn't get cloned and respectively remains empty. Is there a way to fix this w/o using a custom field and maintaining my Orgs in two separate places?
• Is there a way to create a ticket on behalf of a Customer/Org? As I'm transitioning my org to use JSM, there'll be a period where customers will still be using their old ways of requesting support and I want to be able to create requests on their behalf (not asking them to do it themselves).

Thanks in advance!

Cheers
A

[Marc - Devoteam · Accepted solution]

Hi @Alexander Kolev 

• The Organisations function is only usable in JSM projects, not in other project types.
  
  A workaround, would be to create a custom field used by the other project types and an automation rule that while cloning, copies this value into that field.
• Only if that user has an Atlassian account, so the user has to be a customer on your instance.

[Alexander Kolev]

Thanks for your reply @Marc - Devoteam 

Ok, that will do. As for the second bullet - how do I create this on behalf of an existing Customer (with account and all)?

[Alexander Kolev]

@Marc - Devoteam  thoughts?

[Marc - Devoteam]

Hi @Alexander Kolev 

I suspect you are org, site and product admin on the instance, are you also a member on the JSM project and have the role Service Team and Administrator.

Of course you need to have a JSM license as well.

[Alexander Kolev]

@Marc - DevoteamI am all these, but I still don't know how to create a ticket on behalf of a customer, so that when she logs into the portal, they can see the respective request filed as if she had done it herself

[Marc - Devoteam]

Hi @Alexander Kolev 

Only admins can raise issues on behalf of other users.

See, Raise on behalf of

Or via the create option in the backend set the required user as reporter and then the "Request Type" field has to be set. 

[Alexander Kolev]

@Marc - DevoteamBrilliant, thanks!