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create issue in servicedesk from api

arno_5u8914

Hi All

Recently, we have been using the API to create issues to implement the integration between Jira and other systems.

Under normal circumstances, when an issue is created on the customer's access interface, after the creation is completed, the Organization information will be automatically associated.

However, when we create an issue via the API method, the Organization information is empty (using the same account).

What is the cause of this problem? Do we need to manually set the Organizations information when creating via the API method?

jira service desk version(server): 4.13.3

Accepted answers

Arkadiusz Wroblewski

Hello @arno

Yes you must do that manually.

If the request is created through the customer portal, Jira Service Management can automatically associate it with the reporter’s organization.

If the request is created through the API, that automatic association does not happen the same way. Atlassian has an old Server/DC ticket for exactly this case on /rest/servicedeskapi/request, and it was closed as Not a bug.

https://jira.atlassian.com/browse/JSDSERVER-4353

All comments

Arkadiusz Wroblewski

Hello @arno

Yes you must do that manually.

If the request is created through the customer portal, Jira Service Management can automatically associate it with the reporter’s organization.

https://jira.atlassian.com/browse/JSDSERVER-4353

arno_5u8914

Hi @Arkadiusz Wroblewski

I got it.

Thanks for your help.

Arkadiusz Wroblewski

You're welcome. Have great Weekend.

Dhiren Notani_Exalate_

Hi @arno ,

This is expected behavior on Jira Service Desk Server (4.13.x).

When a request is created via the customer portal, Jira applies portal-specific logic (including automatic sharing with the reporter’s organization, depending on your project settings). When you create a request via the API, that logic is not always triggered in the same way.

So even if you’re using the same account, the Organizations field will remain empty unless you explicitly set it.

👉 In practice, you have two options:

Pass the organization during creation (using the Service Desk API where supported)
Or add the organization after the issue is created via the organization endpoints

If you’re integrating Jira with external systems, it’s generally safer to handle Organizations explicitly in your integration logic rather than relying on portal behavior.

Thanks, Dhiren

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