When a customer creates a Jira service desk ticket, the organization field is empty

[Prasanna Subramanian]

When a customer of ours who has access to Jira Service Desk Portal creates a new Jira ticket,the organization field is not set to that of the reporter automatically.

Previously when we received tickets from customers, the organization field would point to the reporter belonged organization.

I can confirm this by creating a Jira Service Desk ticket and by leaving the Organization field to "No one" - which is the default in our JSD customer accessible portal.

Please refer to screenshots

Notice how it shows up on the Agent view when created with "Share with XYZ organization" and "No one" selected on the other instance.

We have no abiity to edit the "Request type" forms to force specify the reporter's or raised "on behalf of's" organization. Certain automation rules of ours rely on organization and this is causing issues upstream.

Can you please let us know how Organization can be forced when a Jira Service Desk ticket is created?

This is quite important to us and we look forward to your attention and a resolution on this issue.

[Joseph Chung Yin · Accepted solution]

@Prasanna Subramanian -

You will need to ensure that the the Products (JSM) configuration is setup as followed (NOTE - this is a global setting for the JSM product)

1) Access https://<your site>.net/jira/settings/products/jira-service-management-configuration UI.

2) In the following section, the "Yes" choice should be checked.

NOTE - If the above setting is setup, then it will default the Share with to the Org.  The issue reporter can still change it to "No One".

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Prasanna Subramanian]

Cheers @Joseph Chung Yin for your prompt response. I was able to find the page albeit some changes to the link you shared. Here is the updated link.

https://REPLACE_WITH_YOUR_ORG.atlassian.net/jira/settings/products/jira-service-management-configuration

Appreciate it and after making the highlighted change in the second step of yours, I reloaded the customer portal Form and now it default to the "Share with XYZ" dropdown value.

[Troy Anderson]

This cannot be accurate.  The only way to ensure the system automatically associates a Ticket entry to the Organization raising that ticket is to inform the entire Organization of the event?  Is automation the way to go to make this work in a better fashion?

-Troy

[Els Bassant]

Hi Troy, 

This may no longer be relevant, but if you disable the 'Organisation Added' notification under customer notifications the rest of the Organisation won't be informed. 

This way they will be able to see all tickets shared with their organisation in the portal, but they won't receive email notifications for every single one.

Hope this helps, 

Els