Automation adding Jira Users to "Deleted" Service Management Organisation

[Allan Sanderson]

Hi

While recently cleaning up some project settings in a Service project, we noticed under Customers it was listing an Organisation called "Deleted".  It contained a list of customers from our own Jira users and guests.

We weren't sure if someone had manually added this Organisation, but as we have now also discovered it exists in all of our other Service projects, including two relatively new ones, it seems to be made by the system?

Wondering if someone can clarify:

1. Is this a system added Organisation or something one of my Admins has done?
2. If it's a system maintained org:
   1. What is the purpose of it?
   2. What happens if we delete it?

We were mainly worried about accidental data sharing of tickets between unrelated customers in the "Deleted" Org.  Some initial testing seems to indicate we should be fine as long as there are no email domains associated with the org?

[Allan Sanderson · Accepted solution]

I believe I eventually figured out a clunky workaround
Hope this may help someone in the future.

Here is the details:

• We have 2 Jira Service Desk projects.
• We have an automation on both to automatically add the user's organisation to new tickets and create organisations if required

• Automation was working well with external customers, but when many of our internal Jira users made a ticket, the automation would add them to the "Deleted" Organisation in the Service Desks
  
  • This would potentially cause problems as tickets were now inadvertently shared with all users in this "Deleted" org.
• Current solution was to add some logic to the automation to not run is the reporter is not in certain organisations and if their email domain is the company domain.

This seems to work but feels more like a work-around than the proper way of doing things.

[Benjamin]

HI @Allan Sanderson ,

Hope this documentation helps. It basically use to make it easier to apply user with certain email domains to your service desk projects without adding them manually one by one.

https://support.atlassian.com/jira-service-management-cloud/docs/use-email-domains-to-automatically-group-customers-into-organizations/

[Allan Sanderson]

Thanks @Benjamin 

Yes, I am already using email domains to automatically group customers into organizations, and have configured an automation to do this on issue creation.  This part is all working well.

My question is about an organization that appeared in all of my service projects called "Deleted". 

This organization does not have any emails domains associated with it, so new customers will not be added to it automatically.

It also appears to only contain internal Jira users and Jira guests, not external customers.  

I want to know if this is a built in system organization?  If so, what its purpose is, and is there is any implications in removing it.

[Ben Pass]

addtioanl info to Al's message above.

We have removed all customers from the Organization in all serivce projects and deleted the "Deleted" organization.

the organisation gets recreated automatically by the system after we do this. 

customers are addred to the organisation but we don't know why or how.

it does include external users sometimes, we haven't noticed a pattern to it as yet.

This is resulting in ticket information being  potentially shared in the portal with people it should not be shared with, because they are auto added to the org....