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_]

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