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How to set organsation / organization on an issue

Nigel Allen

Greetings

We have a single project for each customer and have the users of that organisation set up. When they email or enter an issue via the portal it automatically populates the "Organisations" field.

If however, one of the internal team creates an issue for them, either by email or by the portal, "Organisations" is empty.

Given that we "know" the organisation we want (because there is only one organisation per project), and I believe the field is {{issue.Organizations.first.name}}, how do I set this field to a value? Can I just use text in my automation rule to set
{{issue.Organizations.first.name}} to "Fred Bloggs" or is there another way of achieving this?

Thanks

Nigel.

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Brant Schroeder

@Nigel Allen

If you are raising a request on behalf of someone the organization will be set by default. Often agents will use the create button to generate an issue which by passes the service desk features. I would suggest making a process change with your team and have them properly raise a request for the customer and this will not be an issue. https://support.atlassian.com/jira-service-management-cloud/docs/raise-a-request-on-behalf-of-a-customer/

Nigel Allen

@Brant SchroederYes, we understand that. I am trying to find a way to set the Organization when one of our team emails a comment on behalf of someone else.

Brant Schroeder

Can you explain what that means. Are they emailing the service desk on behalf of someone? If so how are you determining the reporter?

Nigel Allen

Hi Brant

Apologies for the delay. Yes, They are emailing issues received by email received directly from the customer. Chop any email trail out and extraneous info and just leave the text and then emailing it to the customer's project email address as if they were the customer (but using their own internal email address).

The "reporter" for the issue is attributed to the agent's identity. Happens automagically - not anything we have done.

We get that we need to educate the customer and this will happen. In the interim we're trying to capture everything in the system however we can.

HTH.

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