how do I add the organisation field to requests?

[Matt]

G'day all, I'd like to include the organisation field in the customer facing request forms that my organisation are using, basically so that the customers can select what organisation they're request is originating from. At the moment I believe the system fills out this field (and not all the time I should point out) automatically, I assume from keywords and possibly from customers selecting portal groups which we were originally using in this matter. I'm not entirely sure how this functionality works and whether the above question can actually be done so any information would be appreciated.

Thanks!

[Angélica Luz · Accepted solution]

Hello Matt,

Welcome to Atlassian Community!

When a customer is a member of an organization, it will show the option for them to select the Org when creating a ticket. This field is automatically added if they belong to an Org (created on Project > Customers), it's not a field that an admin can add/remove as other custom fields.

You can set to automatically share the ticket with the organization or not. You can find this option on Cog icon > Products > Configuration. 

After the ticket is created, they can also share the ticket with the org by clicking on “+ Share” or as an agent you can also add the Organization to the ticket. 

For more details about Organizations, please check the documentation below:

• Add an organization to a service project

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica

[Matt]

That clears it up, thanks for the info!

[Cédric Haté]

Dear all,

to continue on this subject :

- can we affect an organisation automatiquely to a request type ?

I've got 2 organizations => for one type of request, i want to affect it automatiquely to the 1st organization, and for the 2nd type of ticket, i need to automatiquely affect to the 2nd organization.

Actually, the field is set automatiquely to "none", and if customer doesn't change it, it will not be shared.

[bernhard_gurn]

I have a organisation dedicated request at the portal and like to add the organisation field as hidden field in the request view but it isn´t possible anymore.

It was possible to add the field with a prefilled content as hidden field in the Data Center variant. For the cloud variant it seems not possible anymore. Don´t know the reasons or an alternative. (Besides using automation rules).