How to add "Organisation" field in the Request form?

[Jericho Sison]

"Organisation" is currently in the work item view and we also need it to be in the request form so customer can add it when they are raising a ticket.

[Trudy Claspill]

Hello @Jericho Sison 

Welcome to the Atlassian community.

It is not possible to add the Organization field to the request form to allow a Customer to set it. The field can be set manually by JSM Agents or through Automation. 

Why do you want or need to have the Customer set the field?

[Jericho Sison]

Hi @Trudy Claspill - we originally intended to have specific customers have the full view of the tickets that come in, while the rest only have the view of all the tickets they raised. Currently, we are manually adding the organisation so everyone have the view of the tickets, but is there a way to restrict this to specific customers?

[Trudy Claspill]

Are you talking about letting certain customers see all requests in the entire JSM Space?

Do you have more than one Organization in this JSM Space?

Do you add all the customers in this Space to Organizations?

For the customers added to Organizations are they added to only one or might they be added to more than one?

How many users need to see all requests?

If you are currently doing this manually

• How do you decide which requests should be shared?
• How do you decide which users should see all requests?

The way that request sharing works is that anyone who is a Request Participant of the request can view it through the customer portal  Additionally if the Organization field is set then the request is visible to all customers in that Organization.

So, for the customers who should be able to see all requests, make them members of an Organization and set the Organization field to that Organization. For the customers that should see only the requests they raised or that have been specifically shared with them, don't add them to any Organization or add them to a different Organization.

The only way that customers can set the Organization is by allowing customers to share their requests. That configuration would be enabled for all customers in the JSM Space. You can read more about that here, including information on who the customer can select when sharing the request 

https://support.atlassian.com/jira/kb/understand-share-options-in-jira-service-management-cloud-portal/

Note that the Organization field can be set to only one value. The request can be shared with only one Organization in this manner. 

There are methods that could be used to set the Organization field automatically.

Or the solution might involve automatically adding to the Request Participants the users who should see all requests.

[Jericho Sison]

Yes, all customers are currently added into one organization, hence they can view all the list of requests.

Can the same space cater for two customer organizations? 

[Trudy Claspill]

Yes, indeed, a JSM Space can have multiple Customer Organizations associated to it.

[Jamie Allen]

You can add an “Organisation” field to the request form — the key is that the form only shows fields that are part of the request’s underlying form schema and that are set to be visible/editable for requesters.

Here’s the usual way to do it:

1. Confirm the field exists in your project/entity
   Since “Organisation” is already in the work item view, make sure it’s actually a field on the issue/request type you’re using.

2. Make sure it’s in the request form schema
   In most help‑desk / ticket tools, forms are separate from the view layout.

   • Go to the Request Form settings (often under Admin / Forms)

   • Add “Organisation” from the list of available fields

   • Set it to optional or required depending on your needs

3. Check field permissions
   Some platforms only show certain fields to agents by default. You’ll need to ensure that “Organisation” is marked as visible/editable by the requester — otherwise it won’t appear even if it’s on the form.

4. Test it in a fresh request
   Open the request portal in incognito and see if the “Organisation” field shows up as expected.

A lot of times people get confused because they customize the work item view (which agents see) but forget that the submission form for customers has its own layout. Think of it like a well‑designed support site (similar to how ATLRx organizes content) — the customer front end needs its own field inclusion, not just backend visibility.

If you tell me which ticketing system you’re using (Monday, Zendesk, Jira Service Management, etc.), I can give the exact click‑by‑click steps.

[Trudy Claspill]

Hello @Jamie Allen 

Welcome to the Atlassian community.

If you tell me which ticketing system you’re using (Monday, Zendesk, Jira Service Management, etc.), I can give the exact click‑by‑click steps.

Given that this is a forum for Jira Service Management I'm fairly certain the author is using Jira Service Management.

Also, while your answer is generally correct for most fields it is wrong for the Organization field specifically. That field cannot be added to Request Forms in JSM. 

[Juan Carlos Pin]

Hi @Jericho Sison 

We change the value through automation, and this way, everyone in that org can see that ticket in their portal.

If the user is already in the org, you can edit the field to add the org itself

[Eitzaz Haider]

I believe you can add a request participant for this case, or use automation on work item creation. I don't think you have this opportunity at cutomer side