Jira Service Management Org Field not Always Pre-populating

Question

Hi there,

We are experiencing an issue with the auto populating of the organizations field within the Jira Service Management project.

As seen in the screenshot below, this Organizations custom field is built into the system from the Jira side and is a requirement. What usually happens is when a user at one of our customer's logs a ticket this Organizations custom field will auto populate the org name under which the user is registered.

Recently we have become aware that on a daily basis this pre-population is failing but only on a small % of tickets. For example Weds last week we had 23 tickets logged, and 7 didn't auto populate the organization name in this organization custom field. The % is always different, sometimes more, sometimes less.

Automation does not work for us for this as our customers have many different domain names. This field not populating is causing a security issue as it means our employees have to manually input the org name in that field, and recently a user added the wrong customer, thus giving the wrong customer fully visibility of that ticket and all the data in it.

We have raised this with Jira support but are only getting the same answer. That we need to turn on this automatic setting to ensure the Organization field is auto populated each time;

This is not a viable option as it means every single user under any organization will be notified every time someone from that org logs a ticket. We have sometimes hundreds of users logging tickets, so this is not a workaround we can use.

Given this is a mandatory Jira setting I'm very surprised no one seems to be able to help us with this.

I'd appreciate any help or advice here.

Thank you!

Dan Breyen · Answer

I had a lovely word doc for this, but I can't seem to attach it anymore.

The automation goes something like this.  I would engage Support if there are any questions/issues.

It updates the Organization of the issue with this code:

{
"update": {
"Organizations": 
[
{{#webResponse.body.values}}
{"add": {{id}} }
{{^last}},{{/}}{{/}}
]
}
}

The API call is something like this:

You are using an API call to go into the Reporter of the issue and grabbing their Organization. Then saving that as the Organization for the JSM Ticket.  These screenshots are probably all changing with the new Automation token stuff, but that's what I have.  And I couldn't put in the exact info, as you'll need to use your token info.  If you have questions on the API stuff, I would go through support.  I'm by no means an API expert.  Make sure you vote for JSDCLOUD-15131

It only has a few votes.

Charlotte Allcroft · Answer

Hi @Dan Breyen

Thank you for the response this is much appreciated.

I would be keen to try this automation out as this seems much more fit for purpose. Could you advise the steps you took to set this up please as I can only find the steps that relate to utilising the API call for the custom field.

Thanks for your help,

Charlotte

Dan Breyen · Answer

Hi @Charlotte Allcroft I was able to make an Automation with Atlassian Support assistance to take the Organization of the Reporter and default it into the Organization of the JSM ticket.

I also was not willing to set that field to automatically share email request with the customer's organization.  I didn't want the entire organization to get emailed when a ticket was open.

Also, I would suggest voting for and watching JSDCLOUD-15131 so this can be done by the system so that the user's Organization can automatically be added to the Issue when it's created without having to use the Automation.

Hope that helps.