When raising an issue via the customer portal, the default action for Jira is to assign the Reporter as the person who raised the case, along with the organisation to which their login is associated to appear in the Organization field.
When raising a proactive case on behalf of a customer, if I want the communications to go to the agreed point of contact (if there is one), then I have to create the case by inputting with the customer's ID in the Reporter field, and to add their organisation manually to the Organization field (as the two fields are not currently linked in any way to ensure the selected user is matched with the right organisation). Alternatively, I can just input the client's company name to Organization field, and every user who is part of that organisation will receive the basic "This has been shared with your organization" email.
In order to prevent errors where proactive cases are raised but without either the Report field being updated to the POC, or the Organization, I added a Validator to the "create case" element of the workflow, that required there be something in the Organization field before the case could be created. Any attempt to create without something there would give the prompt to remind the operator that the correct customer audience would need to be added.
This works perfectly for proactively raised cases, and also does not prevent the creation of cases by a customer via the portal as long as the customer has selected the default option to "Share with my Organization". If they opt to share with "No One", then the validator prevents the customer from proceeding.
Is it possible to get workflow to skip the validator where the case is being raised externally via the portal?
