Organization is defaulting in

David Lo

Hi all. I have setup various Organizations in our ServiceDesk.

How we work is that we prefer to vet the email first, before we forward it to Jira Servicedesk via the email that was created for us. I guess we "raise on behalf of our users"

We still like to note which individual Organization the queries are for, but I'm finding that the issue when created, always defaults the to very first Organization that I had selected for my very first issue. 

In the background I think the system must have linked our internal email to that organization. 

Is there a way to update the system, so that our email is not linked to that Organization, or so an Organization is not defaulted in when the issue is raised?

 

Angélica Luz

Hi David,

Currently, if you have an email linked to a service desk project, Jira will read emails from the inbox and create a ticket.
When a ticket is opened through email and the customer is part of only one organization, by default the ticket will be shared.
If the customer is part of more than one organization, when they send an email, the ticket won't be shared with anyone, unless they go to the portal and click to share.
We have a feature request suggesting the implementation of the ability to choose the default organization or to choose if the ticket will be private:
- https://jira.atlassian.com/browse/JSDCLOUD-4872
Please, click on vote and watch to receive updates about the feature.

Regards,
Angélica