Tracking tickets open by customers

[WasimBuden]

Hi,

I have built a customer support portal and this portal I used by both internal employees and our customers to open tickets. How can I keep a track of all the tickets which customers have opened?

Say, for example, every time a ticket is created if the domain is not abc.com, I want those tickets to get an automatic tag added something like 'Customer tickets'

Option B : I want to filter tickets excluding one domain abc.com 

Please help.

[Petter Gonçalves · Accepted solution]

Hello @WasimBuden

Thank you for reaching out.

Per your description, I understand you are trying to differentiate the issues created by your internal employees that are in a single managed domain from the other customers which uses different domains. Is that correct?

Indeed, Jira Service desk Cloud application provides you with a custom field called "Domain of Reporter" which basically is automatically filled with the domain of the ticket creator.

That being said, you can use that field to properly identify the issues created by your employees and tag them as you need. These would be the steps:

1. Navigate to Jira Settings > Issues > Custom fields > Create a new custom field of type "Domain of Reporter" and add it to your project issues 
2. Once you do it, you can either:
   • Create/edit a Service desk queue do display only the issues that do not have the domain abc.com:

     "Domainofreporter" != "abc.com"

   • Use the default automation of Jira under Project settings > project Automation to create a rule to properly add the label you want when the issue does not have the domain "abc.com"
     

Let us know if you have any questions.

[WasimBuden]

Doesn't work

[Petter Gonçalves]

Hello @WasimBuden

have you created the custom field as I mentioned in the step-by-step provided?

The "Domainofreporter" you used in your JQL query should be the name you set for the custom field when creating it, and the explicit name "Domainofreporter" in fact does not mean anything. Better explaining:

Let's suppose you created the custom field with the name "test". This would be the JQL rule:

test != "securonix.com"

Let us know if it makes sense.

[WasimBuden]

No still not ok

[WasimBuden]

 i am able to achieve the  label not able to query

[Petter Gonçalves]

Hello @WasimBuden

In advanced JQL queries, when you have separated words to define a field, you must add it between quotes. The JQL query below should work for you:

"Domain Name" != "securonix.com"

Additionally, I suggest you to take a look at the documentation below to know more about JQL syntax:

What is advanced searching in Jira Cloud?