JSD Organization field

Owned by Former user (Deleted)
Last updated: Sept 14, 2023 by Kyle McEwan
2 min read

JSD features an Organization field that allows customers who are grouped into an organization to view support tickets raised by other users who are apart of the same organization (as long as the field has been set), more information on the field can be found here: https://confluence.atlassian.com/servicedeskcloud/blog/2016/09/group-customers-in-organizations.

 

Currently in JEMH it is only possible to set this field with custom field defaults and directives by using the Organizations ID and not the organization name. Using the organization name will result in JEMH not being able to process the email.

The Organization ID can be obtained by navigating to the Customers page within a JSD project and then hovering the mouse over your desired organization. The Organization ID is the number at the end of the URL preview.

Currently notifications can not be sent out to members of the organization if they are not actively involved with the issue.

We currently have an Improvement ticket to better support the Organization field, the ticket can be found here: JEMH-4989 - Support for setting JSD Organizations field via Directive/Custom Field Default RESOLVED .

Issue notification subscription

In order for members of Organizations involved on the issue to be notified, they must have manually subscribed themselves to receive notifications for the issue in question. You can read how to do that here: https://confluence.atlassian.com/servicemanagementserver/managing-service-project-notifications-939926348.html#Managingserviceprojectnotifications-optinoptout

Below is a screenshot of how an issue will look after the current user has subscribed to receive notifications for it.



One method that could be used to associate an email domain with a JSD Organization is to use a Project Mapping Domain Mapping Rule.

The Domain Mapping Rule can be set up to match on a certain domain of inbound mail with a regexp along the lines of the following: .*@myco.co.uk

Then a custom field default can be set meaning all emails from a certain domain will have the Organization X set on all issues (in this example all issues from @myco.co.uk will have the Organization Myco).