Custom attributes for Reporters

[Jeremy Steuhl]

We've been live with Jira Service Desk Cloud for about a month now.  We use it as a internal service desk for our employees to create support tickets for IT.  We've been asked for reports based on employees department or manager etc.  

Is there any way to assign attributes to a reporter without having to ask them to specific their department or manager etc every time they create a ticket?

This seems like a no brainer, but I don't see a way to make that happen at the portal only account level.  

[Jack Brickey]

You could consider adding them to Organizations. In other words use Organization feature and add the department members to their respective organizations.

[Jeremy Steuhl]

I don't think that'll work.  That would mean the employee would have to select an organization when creating a ticket, right?  If they don't select an organization or if they select the wrong one, then I don't see issue's assigned to that organization when I run a query.  Also, then they'd end up sharing issues with other people belonging to that same organization, which isn't really what I want to happen.

It seems like having attributes for a customer like (phone number, manager, job title, extension etc) would be standard functionality of a service desk.

[Jack Brickey]

No. Customers belong to organizations. So you would end up  being able to create filters by organization. You could create queues by org too. The system automatically records what .org they are in. 

[Jeremy Steuhl]

Maybe I'm not doing something right.  I created an organization called "8250".  I assigned user A and user B to that organization.  I create an issue with either account, select to not share with an anyone (I do see the organization I created when I'm creating tickets as these  users).  I run a query Organizations = 8250.  0 records.  I go into an issue for User A and change the organization to 8250, then go back and run the same query, I get 1 record for User A.  

Also, User B can now see that issue from User A, which I don't want.

[Jeremy Steuhl]

Ah ha....I'm not running the query correctly.  

Reporter in organizationMembers("8250") does that, without having to share a issue with an organization. 

Now the question would be, how do I default share with "No One"?