Adding organization to queues?

Question

We're getting a few tickets that include the organization but most are not.  I'm not sure what we're doing wrong here.

We have a bunch of organizations then have "manage email domains" so when someone emails in it'll automatically add that email/customer to the organization.  This works perfectly.

But most of the time when the ticket comes into the queue there's no organization listed.   We can open the organization and see the requests and we look at the customer and see the organization they're in but its not in the queue.       BUT some are.

Am I missing something? We have zero automations and we've deleted every customer out of the system and started this fresh last week, so its adding new customers and into the organization.

Trudy P Claspill · Answer

I just setup a new organization and approved domain then sent a test and it didn't add the organization to this,  but sent a 2nd one and it added.

That aligns with my suspicions that

* the first time a user submits a request they are added to the Organization after the request is saved in Jira
* to add the Organization to the request automatically during creation the user must already be in the Organization.

You could work around this be having an Automation Rule that checks newly created requests to ensure the Organization field is set, and if it is not then set it.

of 20 organizations and 30 tickets there's 4 customers its adding to 3 organizations.

Do you mean that some users are added to multiple Organizations? If so, then for requests emailed by those users the Organization will not be set. That is the caveat noted in the statement below the radio buttons.

Justin Morgan_kn4gd8 · Answer

I have that option as yes.

I deleted every single customer inside the project and cleaned a bunch of organizations as it was wide open and there were a bunch.  I just found there's a project organization and also a JSM organization area which are different.

of 20 organizations and 30 tickets there's 4 customers its adding to 3 organizations.

I just setup a new organization and approved domain then sent a test and it didn't add the organization to this,  but sent a 2nd one and it added.

Maybe it just takes a couple emails to add the organization.  Guess ill wait and see

Trudy P Claspill · Answer

Hello @Justin Morgan

For the issues that did have the Organization set, were those issues submitted by users who had been added to the Organization on some previous date perhaps by submitting an issue previously?

For the issues that did not have the Organization set, were those issues submitted by users who an not been added to the Organization before submitting that issue?

There is a global setting for JSM to automatically share an issue with the submitter's Organization:

https://yourBaseUrl/jira/settings/products/jira-service-management-configuration

That would automatically set the Organization field of the issue. But I suspect that the user must already belong to an Organization when they login in to the Portal (or submit their issue via email).

If the submission is being made before the customer has been assigned to an Organization, then I suspect the issue is saved first and then the customer is added to the Organization.

I don't have an environment where I can test this out, but you might be able to determine if this is true by noting the date when you cleared all customers from your instance, and checking if a customer has submitted zero, one, or more than one issues since then, and checking if the Organization is not set on issue one vs. issue two.