Customer in multiple organizations showing tickets in multiple places

[Tim Patrick]

Hi,

Scenario:

We have a bunch of clients that all have individual client numbers. Some larger clients have multiple client numbers as they may have many parts to their business. One customer from a larger client may be part of multiple parts of their business. 

Basically, Client ABC has client numbers 001, 002, and 003. 

Customer contact Joe Bloggs is part of both 001 and 002.

When I add Joe Bloggs to both 001 and 002 customer organizations, any ticket raised by Joe Bloggs will show up against both customer organizations even if it doesn't relate to both. 

Ticket reference AAA-123 is raised for organization 001. Because Joe Bloggs is part of 001 and 002, both these organizations show as having an open ticket.

This is killing our MI and client reports as we send ticket extracts to clients.

I know we can use the search function, but trying to train a whole business on how to use it instead (JQL) is not possible.

Any suggestions?

[Angélica Luz]

Hi Tim,

Just for us to better understand and help you with this issue, can you please give us more details about how Joe is opening tickets? Because when opening tickets through the customer portal, it's possible to choose what organization you want to share the ticket.
Is he opening tickets through email and all organizations being added automatically?

Regards,
Angélica

[Tim Patrick]

HI Angelica,

How the client opens the ticket is irrelevant to the issue.

If the ticket is raised against one organization, it will show up against every organization the client relates to. This will show up in the Customer section of Jira.

[Angélica Luz]

Hi Tim,

I believe that I understood what is happening.
So, when a customer that belongs to more than one organization opens a ticket and you click on "View open" or "View closed" it will show all tickets related to that customer (even if not shared with the organization), is that correct?

If so, it's correct because it's filtering by reporter and not by organization, but I agree with you, it should return only tickets shared with the organization.

I created a feature request for our dev team to check and change the JQL that is returning when we click on "View open" or "View closed":

- https://jira.atlassian.com/browse/JSDCLOUD-6421

Please, vote and watch the feature to receive updates.

If you have any other question, please let us know.

Regards,
Angélica

[Tim Patrick]

Perfect.

Thanks.

[Angélica Luz]

You're welcome Tim!

If you need further assistance, please let us know.

Regards,
Angélica