Jira Service Desk request not assigning Organisation

[Ding Sue Yue]

I am exploring using Jira Service for managing our IT Helpdesk. 

We have 8 companies and I have created Organization for each. For each organization, I have created Customers (employees for the company). 

When the Customer create their request through portal or email, the Organization is always blank in the ticket. What do I need to setup in order to get Jira to populate this correctly?

[Alex Koxaras -Relational-]

Hi @Ding Sue Yue 

The steps you took seems correct and the organisation should be populated appropriately. 

If I were you I would:

• Verify that the Organisation Field is present for the view screen
• I would create a ticket on behalf of a customer and see if I could replicate this issue
• I would also search to see if the problem is only for one customer or for all
• I would double check to see if that customer belongs to two organisations. If yes, then no organisation will be assigned
• Double check that the customer creates issue with the email to which you added him in the specific organisation