Setting up multiple customers in a single organisation

[Tim Gleeson]

We are looking to allow customers to have multiple people accessing their service desk queue. We think we probably have to create an organisation to do this. However, we don't know how to relate the organisation to the queue. There still seems to be provision for a single reporter only on the queue.

Any guidance?

[Mike Bowen · Accepted solution]

Hi @Tim Gleeson 

Quite simple actually. 

1. Create the organisation (ABC) under Customer - Invite your users. 
2. Create a new queue and call it ABC. Edit the JQL as follows: 
   status in (Escalated, Implementing, "In Progress", Open, "Peer review / change manager approval", Pending, Planning, Reopened, "Under Review", "Under investigation", "Waiting for approval", "Waiting for customer", "Waiting for support", "Work in progress", "On Hold") AND Organizations = "ABC" ORDER BY Key DESC
3. Once someone (1st line support) assigns the request and sets it to IN PROGRESS, the ticket will enter ABC queue. One could add 'Waiting for support' to the status if you like. 

-Mike

[Tim Gleeson]

This is really useful Mike. Does this mean we take the link to reporter out of the queue?

[Mike Bowen]

Hi @Tim Gleeson 

I would leave the Reporter column (if that is what you mean) in the queue. Seeing the reporter is useful. 

For example our Queue headers look as follows: 

-Mike