Can Organizations be added as a Participant on Customer Portal Form

Question

Can Organizations be added as a Participant on Customer Portal Forms Request for a ticket submission?

We want to allow customers to submit a ticket but also add participants as a group which is what I understand are Organizations.

However, when I created an Organization for this purpose, the Organization name cannot be found in the lookup field for Participants. We can only find individual customers.

So im not sure if this is just not possible or maybe im using an incorrect field for this purpose.

Thanks

Martin

Former user · Answer

Thanks Ajay,

I think through the information you have provided here I can now understand what I'm trying to achieve and the way I need to make it happen through Jira Service Desk Cloud.

My basic goal was to have a Jira form to have a way to essentially add a group of people to a requestor field before submission of the form.

However, I can see now that's not possible. The only way to work that is to create a organization (or a grouping of customers) - add the customer to the organization so that customer can have the Shared With Field appear in the form automatically to then have the ability to add a organization to the form at submission.

Seems very little info around on how the Shared With field operates for Jira Cloud on forms and just trying to get understand that aspect of things was where I think I was stuck mostly.

Thanks for the help.

Ajay _view26_ · Answer

@Martin Ancilleri

Adding the automation would be ideal , as once a new request comes in, the automation rule will automatically create a new organisation ( based on the email domain ) and assign request to the organisation.

If you are not using organizations , then admin would need to manually create organizations , which then can be added via Share Request with option in the portal page

Former user · Answer

Hi @Ajay  _view26_

Thanks for the information on this.

However, the link provided shows how to set an automation to apply an organization to a request automatically. I'm more looking to allow a Requestor to add an Organization as a Participant.

I guess what I am trying to achieve is to allow a requestor(customer) to manually add a organization as a participant to a new ticket submission. That way all members of the organization would be a participant to the ticket created by an individual requestor but only when required by the requestor.

One other thing I'm trying to understand also with this to work, would I need to be adding the Organization Field to the Form to allow an Organization to be added as a Participant or can this be done through a MultipleUser field.

Thanks

Martin