How do I force customers to share their requests with their organization?

Question

Keyword being "force".

I know it seems a little heavy-handed to force customers to do something, I just wanted to ensure a level of consistency within tickets and make sure every request has an organization tagged to it (without having to add another custom field to the request).

If I leave requests as-is, customers my choose to not share their request with their organization, which means that no organization will be associated with the ticket, which means my agents have to go look up the customer organization manually, which means we lose out on some efficiences (especially when we have a high volume of tickets coming in and tie-ing a ticket to an organization really speeds up the resolution process for us).

Thank you~!

Erin Mihalik · Answer

AHHH I wanted this to be done too.  We want the "Share to None" to not even be an option. If you found your answer elsewhere, please let me know.

Alexander Komlik_qbxm38 · Answer

No, this does not help. The field "Organization" is Locked and can not be changed in "Field Configurations"  to be required

NOt can it be added under 'project settings'-> 'Request types'-> select issue type-> click on 'Edit fields'

It's just not there.

Carlos Garcia Navarro · Answer

Hi Nathan,

You can make the field required by setting the respective field in the field configuration scheme: Jira settings-> issues-> Field configurations-> select the field configuration-> click on 'required' to make the field mandatory:

For Service Desk though, you can also set the field to 'required' in the portal. Go to 'project settings'-> 'Request types'-> select issue type-> click on 'Edit fields'-> make the field required in the portal:

Hope it helps,

Carlos