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"Organizations" field for Customers not working properly

Hi,

We've just noticed that the Organizations field is not working as expected. An organization called "Operations" has 33 members. Most of the issues created by these members, are created with no value in the Organizations field.

Checked several places a few times for the reason but;

  • No relation with a specific user
  • No relation with the Request Type
  • No relation with the used browser
  • No relation with permission or issue type security level

seems just random for now, and it results in inaccurate reports :(

We are using the Cloud version of the application and all the tickets are created through Customer Portal.

Did anyone experience something like that?

 

Thanks,

Engin

3 answers

1 accepted

1 vote
Answer accepted

Hi @Engin Ören,

It could be that members of the organization choose to not share the issue when they are creating it.

If they are using the portal, they would get the option to share a request with their organization, or make it a private request

create_jsd_issue.png

You could look at automating the process and always assign an organization based on the reporter. (JSD automation is able to do so, otherwise Automation for Jira is)

Cheers,
Stefan

Hi Stefan,

Do you know where I can configure that 'Share with ASK' option to be present in the Customer Portal? Currently it's not shown on any of the request forms through the portal, but it would solve an issue I'm having.

Thanks,
James

Hi Guys,

Thank you very much for your responses. I've noticed that the users were selecting "Private Request" as @Stefan Kohler mentioned while creating, to prevent unnecessary e-mail traffic to their whole organization. We've switched to a bit smarter organization scheme with dividing into smaller organizations among users. We'll see the results now :)

Regards,

Engin

HI @Engin Ören

Welcome to the community!

are created with no value in the Organizations field.

While creating request the user needs to share the request with a specific organization.

Run the JQl with the issue which belongs to that Organization and the using bulk edit share/change the requests to that specific organization so that you will be able to see the correct result.

Yes I've did that for the active issues which helped a lot!

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