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Organization field not populating when customers create tickets in Jira Service Desk

Rachel Hafley

We have Organization populated with a customer name. Users defined for each Organization.

For some of those users, when they create tickets using the portal, the organization is not being populated, but for other users in the same Organization, it is populating. Any ideas why?

Example:

Organization = ABC Company

Users in the organization:

Jane

John

Frank

When Jane creates a ticket through the portal the Organization populates with ABC Company, but when John or Frank create tickets through the portal the Organization field is blank.

Accepted answers

All comments

Dan Breyen

Hi Rachel, we needed to use an Automation to get the reporter's Organization and pull it in to the Service Request. That Automation was dependent on an API call. I'm no Automation expert, and I needed to utilize Support to get it to work. There was a bunch of setup to get the API calls to work in the first place. Basically the API call is executed when the ticket is created in JSM to get the Reporter's Organization and attach it to the Service Request.

I'd probably open a support ticket for assistance (support.atlassian.com/contact) if you don't get any other responses. I'll see if I can attach my automation but it may take a bit.

Rachel Hafley

It works for most with no automation set. I would expect it wouldn't work for any if it relied on an automation rule.

jd_santos

Same question, we have no automations set up for this and it seems to work most of the time. I just can't figure out why sometimes it doesn't, even after confirming the customer belongs to an organization in JSM.

Jonathan Porta

I have a similar issue.

Previously we were using a custom field Customer which is filed by an automation and we would like to switch to Organizations, but it seems that it does not work all the time. Sometimes, the organization is left empty... Why?

Chris Green_5dbo95

Were you able to figure this out and/or submit a ticket to Atlassian support? We're running into the same situation.

Rachel Hafley

I have not been able to resolve this. I was hoping an update would resolve it. I have been manually managing when this happens. I just submitted a ticket JST-1128776

Jonathan Porta

Same here. Answers seem to be contradictory. It seems that there is no automatic process to match the author of a JSM ticket to an organization, but what is the purpose of declaring the emails domains in this case?

I really think about opening a ticket directly to their support.

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