Adding Organization to Ticket didn't automatically add the Customer to that Organization

Question

I have received a Ticket via JSM and then afterwards added the organization to that ticket. For some reason the customer was not automatically added to this organization.

However I also currently have the automation rule "Set organization using reporter's email domain" active. For that case it automatically created the organization using the reporters email, but it also immediately added that reporter / customer to the organization.

So my question is: How come if it's done automatically via the rule it understands the customer is also the customer of that organization. But if I manually add the organization to a ticket, it doesn't include the customer to that organization?

Robert DaSilva_a432as · Answer

@Claude Are you able to share a screenshot of your existing automation rule? I am curious if there is something in there that is resulting in the attachment.

Claude_s7ijxq · Answer

Yea I had thought about that too, but I then checked the automatically created organization and that one did not automatically have the "email domain" added for it. So I don't understand why the automation was able to create this organization and customer connection immediatly but manually adding it diddn't work.

Robert DaSilva_a432as · Answer

Hi @Claude , the only thing I can think of is configuring the "Email Domain" for the new organization you created. My understanding is that is the field that Jira uses to automatically assign customers to organizations.

https://support.atlassian.com/jira-service-management-cloud/docs/use-email-domains-to-automatically-group-customers-into-organizations/#Manage-an-organization%E2%80%99s-email-domains-from-a-project

This can easily be done by visiting the specific Organization setting within JSM, and then managing the email domains attached. Once you add a domain, I believe the account should get automatically attached.