Populating Organization value on tickets created internally by agents

Question

Hi All,

We are using Jira Cloud.

As you all may know, when an agent creates a ticket internally in JSM, the organization value is not automatically populated on the ticket even though the information is there in the system.

I cannot work out a way via automation to achieve this, and it is very important for us.

Any workarounds/solutions to achieve this?

Regards,

Aman

Alex Koxaras -Relational- · Answer

@Aman if the request types are hidden, then customers should be able to raise them, meaning there isn't a need to place an organization there.

I understand what you mean about having other methods to create issue, but I still believe that the proper way to raise a request is via the portal.

Be well!

Aman_rr9ype · Answer

@Alex Koxaras -Relational- thanks, I do not believe that there is one proper way to create tickets, and the method of agents creating tickets via portal isn't a full proof way as many request types are internal and hidden from the portal, they can only be created internally from the create button.

Thanks for the scripting suggestion, I am looking into it.

The domain based workaround would unfortunately not work for us, as most, if not all customers, are from the same domain, organization is more of a region/geography based parameter here. Thanks again for the suggestion.

Alex Koxaras -Relational- · Answer

@Aman here's another solution for you

https://confluence.atlassian.com/jirakb/how-to-add-jira-service-management-customers-automatically-to-organisation-based-on-reporter-email-domain-1142450886.html

This will work if your customers have the same name domain as their organization.

When using this automation rule as a workaround, please keep in mind that it doesn't allow domains combination (e.g. .com and .com.au). The organization name must match the name of the email domain.