Organization Assignment No Longer Working

[Marco Anjelski]

Hi everyone,

Since this morning, Jira Service Management no longer automatically assigns the customer’s organization when creating a ticket.
The process is as follows:

• The customer logs into the Jira Customer Portal using their email address.
• The customer selects the appropriate option in the forms and creates a ticket.
• Normally, the correct organization would now be selected automatically based on the customer login (this was working until and including Friday).
• However, the organization is now no longer added and has to be assigned manually by the support staff.

The organization assignment is essential for us, as several automations depend on it.

Thank you in advance for your support.

[Thorsten Letschert _Decadis AG_ · Accepted solution]

Hey @Marco Anjelski

There is a global setting within the Jira admin settings -Jira Service Management configuration (%yourSite%.atlassian.net/jira/settings/products/jira-service-management-configuration) that reads:

• Should new requests automatically be shared with a customer's organization?

Here you can choose between:

• Yes, automatically share email requests with the customer's organization. Requests sent from the portal will also be shared unless the customer selects otherwise
• No, don't share email requests with the customer's organization. Requests sent from the portal will not be shared unless the customer selects otherwise

Please be aware of the following limitation:

• If the customer is a member of more than one organization, email requests will not be shared, even if Yes is selected above.

That would be the first place I'd check.

Regards,
Thorsten

[Marco Anjelski]

Hey @Thorsten Letschert _Decadis AG_ ,

Thank you for your feedback. The setting that automatically shares new requests with the customer’s organization is enabled, and this functionality was working correctly until recently.

Additionally, I have checked the following: the organizations are still correctly configured, and all customers are properly assigned to their respective organizations. There are no issues with the organization structure or customer mappings.

Regards,

Marco

[Thorsten Letschert _Decadis AG_]

Hey @Marco Anjelski

Alright. Have you also checked the space settings of your service space in question, ensuring Customer sharing is also enabled here? If you're all set configuration-wise, I might have found another clue just now:

Within the JSM-related entries from the official Atlassian Cloud changes Dec 8 to Dec 15, 2025 blog (see https://confluence.atlassian.com/cloud/blog/2025/12/atlassian-cloud-changes-dec-8-to-dec-15-2025#AtlassianCloudchangesDec8toDec15,2025-jira.service.management), there's the following one:

I couldn't find a site to verify this information quickly, but I would like to look into the matter further.

Regards,
Thorsten

[Marco Anjelski]

Hey @Thorsten Letschert _Decadis AG_ ,

Thanks for the further feedback. I checked the setting and they´re all correct.

Thanks also for the clue about the cloud change. I suspect that this is indeed the cause of the malfunction. Strangely enough, I can still only select users in this new field and not organizations. Do you have any idea how to use it correctly?

Regards,

Marco

[Eric Ljungblom]

Hi @Marco Anjelski ,

We are having the same issue and from Atlassian Support I was referred this info:

https://jira.atlassian.com/browse/JSDCLOUD-18177

They also informed me that this issue will be fixed "tomorrow" but no specific time was mentioned or what the fix will include. A complete roll back?

To be continued...

BR
Eric

[Marco Anjelski]

Hi @Eric Ljungblom ,

Thank you for the information and the link to the ticket.
I can confirm that automatic organization assignment has been working again for about 60 minutes.

Hopefully it will stay that way and Atlassian will test its new features better next time.

Regards

Marco

[Eric Ljungblom]

Good to know @Marco Anjelski I've also seen signs of recovery in this matter but I think I'll wait until I get confirmation from Atlassian Support that it is solved.

As for the matter of new "features" being rolled out, 2025 has not been a good "Atlassian"-year imho.

I totally agree with you when you say that better tests should come in to place and also perhaps add the mindset of "how will this impact the end users that use the product every day". 

Enough ranting for today :-)

BR
Eric