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  1. Jira Service Management Data Center
  2. JSDSERVER-16127

Limitations of the Organization Field in Jira Service Desk and Its Impact on Ticket Search

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      Since the Organization field is used for both search and filtering purposes in the customer portal, and it can also be used for sharing calls across multiple organizations, this has led to incorrect behavior in the customer portal. Specifically, when a call involves multiple organizations and the user selects their own organization, all tickets belonging to other organizations are also filtered out.

      For example:

      • Ticket A is from User A of Org A, but this ticket also includes Org B as its associated organization.
      • Additionally, we have Ticket B from Org B.

      When User A searches with ONLY Org A, Ticket B will also be filtered out, even though it belongs to Org B.

            [JSDSERVER-16127] Limitations of the Organization Field in Jira Service Desk and Its Impact on Ticket Search

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