Organization Assignment No Longer Working

Marco Anjelski

Hi everyone,

Since this morning, Jira Service Management no longer automatically assigns the customer’s organization when creating a ticket.
The process is as follows:

• The customer logs into the Jira Customer Portal using their email address.
• The customer selects the appropriate option in the forms and creates a ticket.
• Normally, the correct organization would now be selected automatically based on the customer login (this was working until and including Friday).
• However, the organization is now no longer added and has to be assigned manually by the support staff.

The organization assignment is essential for us, as several automations depend on it.

Thank you in advance for your support.

Thorsten Letschert _Decadis AG_

Hey @Marco Anjelski

There is a global setting within the Jira admin settings -Jira Service Management configuration (%yourSite%.atlassian.net/jira/settings/products/jira-service-management-configuration) that reads:

• Should new requests automatically be shared with a customer's organization?

Here you can choose between:

• Yes, automatically share email requests with the customer's organization. Requests sent from the portal will also be shared unless the customer selects otherwise
• No, don't share email requests with the customer's organization. Requests sent from the portal will not be shared unless the customer selects otherwise

Please be aware of the following limitation:

• If the customer is a member of more than one organization, email requests will not be shared, even if Yes is selected above.

That would be the first place I'd check.

Regards,
Thorsten