Problem Definition

In a support environment where a huge number of organization is supported, setting up Queues, SLA and Automation can be a hassle as each JQL for a condition/goal has to contain all the organizations names to ensure that the Queues, SLA or Automation to work as intended.

Suggested Solution

Allow grouping organizations according to tiers.

Why this is important

If the customer organization are in the same tier, grouping them together would assist configuring the JQL as instead of entering all the required organization, an admin would only enter the required "organization group" where all of the organization for the specific group/tier are equal. For a growing customer base, the JQL configured would not need to be edited when a new organization is added as to a group/tier as adding that customer organization group/tier would allow the new organization to have the correct SLA/automation/queue.