setting up customers in our JSM

[AxxiHELP]

Newb here.  trying to set up so that each of our tickets within our JSM project will be assigned to an individual client. What field do we use for clients? Customers seems only to set up by sending invitation.  Is there a way to set up customers without emailing and inviting them? Does anyone use "components? for this?  thanks!

[Aaron Geister · Accepted solution]

I will agree with Kian Stack Mumo Systems here and say that you should set up Organization base on the customer that way you are able to see who made those and report against the Organization. You can also do this by Domain and create the Organization base off the email doamin that is submitting the tickets. 

Another thing is you can use the reporter field to which should be the customer reporting the issue. 

[Elle E. Benami]

Hi @Aaron Geister,

How do I do this? "You can also do this by Domain and create the Organization base off the email doamin that is submitting the tickets."

Thanks,

Elle

[AxxiHELP]

Thank you @Elle E. Benami  I did start using Organization. But i cannot get my automation rule to work where the incoming email domain is recognized and auto assigns to that organization. any advice on that?

thanks!

[Aaron Geister]

So there is a few ways to do this one to start using the organization field on Tickets. You can start this manually, but there is is document that shows you how to set it up so it will make organization by email domain. I am not sure if you need an automation for this but there is a prebuild automation. This document was posted in this thread down below the next comment section. https://support.atlassian.com/jira-service-management-cloud/docs/add-a-customer-to-an-organization/

[Kian Stack Mumo Systems]

@AxxiHELP, when you say you want to "Assign" a ticket to a client, can you clarify what you mean by that? 

Thanks,

Kian

[AxxiHELP]

Ultimately i want to be able to sort help tickets by customer name.  so i can see, for example, all open ticket for CustomerA. 

[Kian Stack Mumo Systems]

Have you tried using the organization field? That is what it is designed for!

https://confluence.atlassian.com/confeval/jira-service-management-evaluator-resources/jira-service-management-customers-organizations-vs-atlassian-cloud-organizations