Assigning Organization From Portal Request

[Taryn Lachter]

We recently built an external-facing portal for support tickets through JSM. I created organizations for all of our customers and our access settings require me to add each individual customer email to their respective organization so I know that they are all in the right place.

My understanding (albeit maybe incorrect) was that based on the reporter's email, it would associate them with their organization and do two things: 1) share with the rest of their organization and 2) show that organization in the respective field on the ticket itself.

I have tested with my own email associated in my own organization and it did do that. However, there are now a bunch of them coming in randomly that do not have any organization listed. We have other automations that are based on organization so this is a pretty big issue. I can't figure out where to even look at these settings since it seemed like a native function for the Organization feature within JSM.

[Trudy Claspill · Accepted solution]

Hello @Taryn Lachter 

What did you reference that gave you the impression that a customer submitting a request for the first time would automatically be associated to an Organization in the Service Desk?

I found this article:

https://community.atlassian.com/t5/Jira-Service-Management-articles/Managing-customers-and-organizations-on-Jira-Service-Management/ba-p/2677857#M4206

Have you completed the steps to associate an email domain to each Organization?

Note this applies only when a new customer account is created. It won't apply to existing customer accounts. Those have to be added to Organizations manually.

[Taryn Lachter]

Yes, I already did all of this. I have to do it for every person to even access our portal. We whitelist the domain, then I add each individual customer to their organization.

I got this impression because the first time I tested it, the organization was automatically there based on my email (the one I associated with the test org) without me having to do anything.

[Taryn Lachter]

Also, this problem is only on some tickets which means that automation, wherever its coming from, is working. It's just not one that I created

[Trudy Claspill]

Can you describe the process you're going through when creating a customer account?

There are paths to creating a customer account that does not also require you to manually add them to an Organization.

Example:

In the JSM project go to Add People, enter the individuals email address, and select the Service Desk Customer role.

That gives the user access to the project through the Customer Portal without adding the user to an Organization. In that scenario I would expect (but have not proven through testing) that if the user's email domain has been associated to an Organization used in that JSM project, then the customer would be automatically added to that Organization.

For new requests to automatically be shared with the Organization of the Reporter:

1. The Reporter must already belong to an Organization before the request is submitted.

2. The JSM Product Configuration must be set to enable automatic sharing with the Organization.
This setting can be changed by going to Settings > Products > Configuration (under Jira Service Management), under the "Organization management" section. Choose the option : "Yes, automatically share..."

[Taryn Lachter]

I have done all the things you've listed. In order for a customer to even access the portal to submit a request, I have to add their domain under Customer Permissions. Then I go into the service project > Customers > Click on the Organization > Add customer email. I do this every time for every single customer. 

This is happening for most of our tickets, which is how I know I've done all the right things. It's only some of them, and I can't seem to figure out which ones or any pattern. 

[Trudy Claspill]

Thank you for confirming all those settings.

To summarize:

1. You've confirmed all the settings are correct.

2. For some users that are submitting tickets through the portal the Organization field is not getting set automatically, but for others it is.

3. The customers for which this happens already have customer accounts set up, associated with Organization(s), and granted access to the specific project.

Here are a few more questions:

1. For any customer where this happens, does it happen for them every time they submit a ticket? If not every time, is there a pattern for when it does happen?

2. Do customers get assigned to more than one Organization?

3. Could the customers be clearing the Organizations field before submitting the ticket?

4. Have you checked the issue history when this happens and confirmed that there is no indication there that the field was cleared after the issue was created?

[Taryn Lachter]

We realized that one of the main customers it was happening to IS in two organizations which means the system just assigned zero. I'm going to do some automations to resolve that. Thanks anyway for your assistance and research!