Organizations-field is left empty when raising a ServiceDesk ticket on behalf of customer

[Leon Dries]

When I create a ticket in our service desk on behalf of a customer, the Organizations-field is not filled with the customer's organization. When a customer raises the issue himself, the field is filled properly.

Does anybody know why this happens and how it can be fixed?

Here are the exact steps and the result:

* Create a new ticket by typing 'c' or clicking the + icon
* In the 'Project' field, select your Jira Service Desk Project
* In the 'Raise this request on behalf of' field, select your registered customer
* Fill in the remaining fields and click 'Create'
* Open the ticket and see that the 'Organizations' field is empty
* You can then manually select the right organization, but this should happen automatically I think

[Juan Manuel Ibarra · Accepted solution]

Hello Leon

For the organization field to be completed automatically when you create a ticket on behalf of a user, the creation must be done from the customer portal. The creation of tickets internally "c" + create does not assign neither the organization nor the request type automatically.

Regards!

[Leon Dries]

Thanks, that should be a manageable workaround, considering that with enough permissions, admins can login as a customer.