when customers email requests to an email how does the organization get tagged?

[Tenzing Doleck]

What organization does the request get added to?

What is the logic? 

Is the the domain? or depends if the email requestor has been added to the organization as a customer?

[Anusha A]

Hi Tenzing Doleck,

Welcome to Atlassian Community support and Thanks for your question!

By default, Jira shares all the new requests automatically with the whole organization. The article below covers steps that you can use to change this setting so that requests are no longer automatically shared with the whole organization.

• https://confluence.atlassian.com/jirakb/requests-automatically-shared-with-organization-1107626894.html 

The feature of linking email domains, such as @companyname.com or @mybusiness.com, to specific organizations allows for seamless association between user accounts and organizations on the service desk. This eliminates the need for manual administration of customer accounts and ensures that new accounts are automatically connected to the appropriate organization based on their email domain. Previously, this process required manual intervention. 

You can read about this new feature on Atlassian Community and if you have any questions or comments, you can leave them as a comment there for our developers to look into.

Further read - 

This page contains all the information you need to know about customer organizations in Jira Service Management projects. 

Regards,

Anusha A

[Kris Dewachter]

Hi @Tenzing Doleck ,

It doesn't get added automatically. If the reporter belongs to an organization, it is linked to that organization.

You have to manually assign users to organizations.

However, there is an option to do this also automatically via an automation rule. Please have a look at this article - https://confluence.atlassian.com/jirakb/how-to-add-jira-service-management-customers-automatically-to-organization-based-on-reporter-email-domain-1142450886.html

Best regards,

Kris