NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
As a SD admin, I want to provide my different clients with their own SLA reports from within the same SD.
We use a single ServiceDesk for about 50 clients, and maintain the same set of SLA rules (calendar, resolve times, ...) for all, as we run it with the same group of people. However, my clients are independent companies and as such each want a quarterly SLA report based on how we did for their own issues. e.g. 45 clients whose metrics would fall into the SLA specs, while 5 having SLA violations that quarter.
For this I would need a way of easily grouping the individual customer-accounts into clients, so I could introduce a JQL for each of the reports filtering on the client (reporter in membersOf("client"). Or a grouping on emaildomains could also fit the bill (reporter_email in ("@client.com", "@client.co.uk", "@client.net"))
Our users are typically entered by ourselves (no self-registration).
Apparently users-groups have been switched off for SD customers as this did not match the licensing policy.
- is related to
JSDSERVER-1875 Allow SLA reporting against separate Service Desk customer groups.
- relates to
JSDCLOUD-270 Allow customers to view requests created by other customers belonging to the same organisation using the Customer Portal