JIRA Service Desk Organization field acting wierd

[Frank]

We work in groups. So when some one from a organization creates a ticket, the request will be shared with users in that organization. In some statuses, we allow external customers to execute the transition. So, when the customer is executing the transition, Organization field is getting cleared automatically and ticket goes away from the portals of customers where the ticket is shared with. 

[Ivan Tovbin]

That's really odd. Check if you have any post-functions on this transition, which could cause such behaviour.

[Jack Brickey]

Also check any automation you have.

[Frank]

@Jack Brickey @Ivan Tovbin Thank you. There is no automation. There is no post functions except the basic one. I attached my workflow and Images. Transition from IGB agent to TO approval is customer facing. When customer clicks the transition, the shared with Organization fields are getting wiped off and the request is going away from participants screen. 

[Jack Brickey]

I'm scratching my head on this one. I have certainly never seen the Organization field being cleared but TBH I do very little w/ that field and haven't monitored it before. I will reach out to other champions to see if they have any ideas and have them chime in here. You might also consider reaching out to Atlassian Support.

[Jack Brickey]

one last question - does the Organization clear if the agent transitions via the app or just when Customer invokes transition? Not sure what that will mean but data is data. :-)

[John Hastings-Kimball]

@Frank i believe we may have found a solution to this issue in our environment so i'll pass along to you as well. Are you by chance using Deviniti's Extension for Jira Service Desk? we have disabled the extensions-cf-organizations module within that add-on and the issue has gone away. I have suggested to Diviniti that they log a bug in this module but for now we'll be running with it disabled. I hope this helps your issue as well. 

[Sudharsan]

HI @John Hastings-Kimball ,

Where exactly we can disable ? I am also facing the same issue. It will be very helpful for me 

Regards,

Sudharsan.G

[John Hastings-Kimball]

@sudharsan, my apologies for not replying sooner - I changed jobs and my account was emailing the old employer. Did you find where to turn this off? If you go to the Manage Apps page, expand the Diviniti app and look to the right side side you should see something like "x of y modules enabled". Click the plus to expand that and all the modules will appear, look for the "extensions-cf-organizations" module. Click it and the Disable button should appear. 

Hope that helps!

[John Hastings-Kimball]

I'm experiencing this issue as well. There is no rhyme or reason why Organisations are getting cleared. Its happening at multiple points in the workflow and even more strange is that there is NO history trapped for the field getting cleared. History shows the field getting set (and even re-set) but never shows it getting cleared. I think this supports @[deleted] assertion that there is no automation or post function acting on the field.