Adding New Support Teams in JSM

Add to or Update the Support Team custom field in JSM

Much of our support request routing in JSM depends on the ‘Support Team’ field. This is a cascading custom field that can be easily updated or added to if a new team joins JSM or an existing team’s name changes.

1. Log into Atlassian with your -high account, and navigate to Custom Fields.

2. Find the ‘Support Team’ CF, and choose ‘Contexts and Default Value' from the ellipses menu.

3. If you’re adding a new parent value (typically a organizational unit like OIT or OAI, add this value to the list.

4. Choose ‘Edit Options’ and select the parent you’re adding the team under (i.e., if adding an OIT team select OIT from the list and you’ll be taken to all the associated child values). If you’re changing the name of an existing team, you can edit the value here as well.

5. If you’re updating a value, check to see if there are any requests that set the old team as a default value on creation, and update as needed.

6. If email ingress changes are needed, create a ticket for LAP with the new help- address that should route to the new team. The same applies for changing an existing ingress address for a renamed team.