New tickets coming through on Service Project without organization

[Victoria Banks]

We have a Service Project with multiple organizations and unique customers within each organization. 

When our customers raise a ticket via the portal, the ticket is coming with organization 'none'. 

But each customer belongs to an organization - so I would expect that it would apply the organization that the customer belongs to on the ticket. 

Is there something we have missed in the setup? 

[Brant Schroeder]

@Victoria Banks - Welcome to the Atlassian Community.

Make sure that your requests are set up to automatically share with the organization. Even if this is set up to share the user can change it so it is private.

You can check this setting as a Jira admin by going to Settings > Products and then under Jira Service Management choose Configuration.  

[Victoria Banks]

Hi Brant, 

Thanks for your feedback. 

We already have this setting as per your screenshot. 

What I have noticed is that these tickets that are coming through without an organization, when I click on that customer and I cannot go to their profile. 

Whereas on another service project I have where there is only 1 organization, I can go that customer's profile and I can see their organization. 

[Brant Schroeder]

Customers-only profiles do not allow you to see their profile, you can only see profiles that you manage.  I am assuming that the other service desk project the organization is made up of your own users.  Also when you raise a request for the customer does it show their organization listed by default?  

[Victoria Banks]

The other service desk project is an external customer, it's not our own users. 

Yes, when I raise a request for a customer on the service desk their organization is listed by default. 

Is this happening when customers are sending tickets via email perhaps? 

[Brant Schroeder]

@Victoria Banks If you have it set up to automatically share requests with other orgs then it will add them even when the email is sent.  Could your workflow or automation be clearing the org?   Are all the issues without an org coming through the email channel?

[Victoria Banks]

I haven't set up a workflow/automation that would be clearing. It looks like all the issues without an org are coming through via the email channel

[Brant Schroeder]

@Victoria Banks I am not able to recreate the issue.  As long as the user is part of the org it is applying it when the email is sent in.  Is this a team or company managed project?