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  1. Jira Service Management Data Center
  2. JSDSERVER-4873

As a Service Desk Collaborator I want to be able to use Customer Organization JQL functions

    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
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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.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Problem Definition

      As a JIRA Core or JIRA Software user who has been added to the Service Desk Team role in a Service Desk Project, I can collaborate on Service Desk Requests.

      However, I am not able to use the Organization-related JQL functions in the Issue Filter to search for requests. If I attempt to use the organizationMembers() function, I receive the error:

      You must be an agent to use the Customer Organization JQL functions.

      If I attempt to perform a search using the Organizations field, I receive the error:

      You don't have permission to access this Service Desk.

       

      Suggested Solution

      Expose the Organization JQL tools to Service Desk Collaborators

      Why this is important

      Companies may want to use Organizations to organize their Customers but not want to make all the Developers full-fledged Service Desk Agents in order to make it possible to sort Requests by Organization.

      Workaround

      One option is to update the Application access so that the Collaborators take up a Service Desk license and are instead Service Desk Agents.

      Another approach may be to use an add-on to implement a post function to copy the Organization to another Custom Field. 

            [JSDSERVER-4873] As a Service Desk Collaborator I want to be able to use Customer Organization JQL functions

            Kathleen Ramos added a comment - - edited

            Our Project Managers (and other internal Jira users) need visibility into the activity for the Organization(s) they manage. 

            With the current setup, they must open a support ticket and an agent has to execute the search, export to file, distribute to the PMs. 

            The ability for other than agent to self-serve is a must-have time saver!

            Kathleen Ramos added a comment - - edited Our Project Managers (and other internal Jira users) need visibility into the activity for the Organization(s) they manage.  With the current setup, they must open a support ticket and an agent has to execute the search, export to file, distribute to the PMs.  The ability for other than agent to self-serve is a must-have time saver!

            I would love this!

            Jonas Rosling added a comment - I would love this!

            I just felt the pain of this restriction.  There needs to be a product solution to resolve this.  

            Terry Howell added a comment - I just felt the pain of this restriction.  There needs to be a product solution to resolve this.  

            Thought i overlooked some settings but unfortunatly it is part of their business model..

            Ramon Siahaya added a comment - Thought i overlooked some settings but unfortunatly it is part of their business model..

            Just bumped into this as well.

            After configuring 10s of dashboards we see only failing queries to the users - for just this feature an agent license is far too much!

            Any other workarounds available?

            Thomas Seifert added a comment - Just bumped into this as well. After configuring 10s of dashboards we see only failing queries to the users - for just this feature an agent license is far too much! Any other workarounds available?

            Please can this be a thing? 

             

            How am I meant to provide reporting to my management team (they want to be able to see open issues) or my account management team to view customer open issues before they go to client site and have an appreciation for the issues that customer is having if they cant see this? 

            LUP Infrastructure Team added a comment - Please can this be a thing?    How am I meant to provide reporting to my management team (they want to be able to see open issues) or my account management team to view customer open issues before they go to client site and have an appreciation for the issues that customer is having if they cant see this? 

            This is very important for support team other members. Because they don't have Service Agent user account. But they want to see the Custom JQuery filters. Only this requirement, we dont want to spend Service agent user account. Please add this .

            Amal Edirisinghe added a comment - This is very important for support team other members. Because they don't have Service Agent user account. But they want to see the Custom JQuery filters. Only this requirement, we dont want to spend Service agent user account. Please add this .

            Another approach may be to find a way to duplicate Organization membership information into JIRA Groups, for which the related JQL functions are available to all JIRA users.

            Russell Stadler (Inactive) added a comment - Another approach may be to find a way to duplicate Organization membership information into JIRA Groups, for which the related JQL functions are available to all JIRA users.

              Unassigned Unassigned
              rstadler@atlassian.com Russell Stadler (Inactive)
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                Created:
                Updated: