What is the right way to populate and manage Organizations in Jira Cloud Service Desk?

[Eli Devlin]

Hi all,

Recently we have had more use cases for Organizations instead of Request Participants, e.g. always adding a specific set of users as Request Participants to specific issues, so we use Organization instead.

My question: What is the right way to manage Organization memberships?

It seems very manual to have to add users one by one (comma separated), and when there is maintenance required it's again a case of manually updating the list.

Is there any kind of dynamic membership option available? If they are in X group, they are in Y organization?

You can have external groups (AAD, AD), Jira Groups, Organizations, and they all have different features and limitations within Jira so I'm trying to find the best way to provide users with an easy way to be added to issues.

Thanks,

Eli

[Joseph Chung Yin]

@Eli Devlin -

In addition to what @Ajay _view26_ suggested, you can take a look at the following reference link - https://confluence.atlassian.com/jirakb/how-to-add-jira-service-management-customers-automatically-to-organisation-based-on-reporter-email-domain-1142450886.html

Using customer's email domain and combine with automation rule, it is my opinion a great way to achieve your goal.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Eli Devlin]

Hi @Joseph Chung Yin 

It is indeed a great method, however Domain is not an applicable trigger/factor for my customers because there are only two Domains. The hypothetical Organizations would be small subsets of users within these Domains i.e. groups and teams.

[Yatish Madhav]

Thanks for this post @Eli Devlin  and the comments ... I agree that it may not always be based on domain but in most cases it can be.

One thing we have implmented is using the REST API to get users in a Jira user group and add them to an Organziation - used mainly for internal clients AKA staff but am sure ther may be other use cases for this

I know there are few tickets I am waiting on as well like these that you can vote and watch:

https://jira.atlassian.com/browse/JSDCLOUD-4519 

https://jira.atlassian.com/browse/JSDCLOUD-1476 

https://jira.atlassian.com/browse/JSDCLOUD-1015

[Ajay _view26_]

@Eli Devlin ,

We use Customer Organizations, to group customers based on their organization or company. This allows us to better manage and categorize the customer base within JSM.

Once a ticket comes in, we have an Automation rule which parses the email domain and automatically creates a new one if it doesnt exists and the Requests are tagged automatically with the created Organization..

I think you can take a similar approach with Automation for Jira

[Eli Devlin]

Hi @Ajay _view26_ 

That does make sense for domain separated groupings, but that unfortunately doesn't apply for my customers - there are only two domains and there's no need for an entire domain to ever be treated as a Jira Organization to use the Organization benefits.

Thank you for your suggestion, I will see if there are any others to come.