On-behalf of & Organisations

[Bernd Kraft]

If I create a ticket on "behalf of" there is a field "Organisations" which has no matches every time. I would expect to select one of our companies we have created.

There is a community question fro 2019: https://community.atlassian.com/forums/Jira-questions/Create-request-on-behalf-of-an-organisation/qaq-p/976101

As I understand we have to add "Share with". But then what is the sense of the field "Organisations"

[Bernd Kraft · Accepted solution]

The field “organisation” is actually no real drop down. You have to enter some characters (e.g. “Holding”) and then you can select the company. If you enter “Company” only the first 10 companies will be selectable.

[Christos Markoulatos]

Hey @Bernd Kraft  👋

The “Organisations” field can be confusing at first because it doesn’t behave like a normal dropdown. Here’s the deal:

• In Jira Service Management, Organisations are groups of customers you’ve set up under Project settings → Customers. They’re mainly used for sharing requests among people in the same company.
• When you create a ticket on behalf of someone, the Organisations field will only show values if the reporter (the person you’re creating for) is already a member of one or more organisations. If they’re not linked to any, the field stays empty. That’s why you’re seeing “no matches.”

So what’s the sense of it?
It’s there so you can share the request with the reporter’s organisation (so others in that org can see it in the portal). If the customer isn’t in an organisation, there’s nothing to share with.

What about “Share with”?
That’s the customer-facing equivalent in the portal. When customers raise their own requests, they see “Share with” to pick their organisation. Agents don’t use that—they use the Organisations field internally.

Why does it work when customers create tickets themselves?

Because the portal automatically fills the organisation if the customer belongs to one. When agents create tickets from the backend, it doesn’t auto-populate—you have to select it manually (or use automation).

Links that might help:

• Raise a request on behalf of a customer
• Manage your customers and organisations
• Understand Share options in JSM

Hope this helps! 😊