Service Desk "Organizations" questions

I am in the process of setting up Jira Service Desk to evaluate switching from our current solution, to take advantage of some of the extra features it has, and I have a couple questions. 

The solution we currently use allows us to set up different "Sites" per customer, since we support multiple clients (think MSP, but for our application). Within these sites, we can configure it so that any email that comes from a specific domain will get assigned to the proper site. For example, we have two sites configured, Gmail and Yahoo. When submitts a request through email, it will automatically get assigned to the Gmail site, and when submitts a request, it gets assigned to the Yahoo site. Its set up in such a way that the user doesnt need an account on the system to open a ticket, but we can later convert it to an account if needed.  Neither of these sites can see each others requests, but any other user associated with these sites can see the sites request.

I know that I can configure Service Desk to do part of this with the Organization feature, where I can assign users to a specific organization, and also allow anyone to create a request, but here are my questions:

1. What happens when a user that doesnt have an account submitts an email request? Will it get assigned to a default Organization, and we will have to move it to the proper one? 

2. Is there a way to configure Service Desk to look at the incoming email domain, and automatically assign it to an Organization? Can I create a workflow where apon request arrival it checks the incoming email domain and assigns it to the proper organization? If not currently, is this on the roadmap? If not on the roadmap, is there a place I can sugest it? 

1 answer

0 votes
Ann Worley Atlassian Team May 10, 2017

If a new user submits an email request they will be added with no Organization.

We do have a request open to assign by email domain as you suggest: Email domain organization association

I hope the evaluation goes well!

Yep, I saw that just now, and voted for it. Hopefully it gets picked up and worked on, doesnt look like there is any update on it.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Nov 27, 2018 in Portfolio for Jira

Introducing a new planning experience in Portfolio for Jira (Server/DC)

In the past, Portfolio for Jira required a high degree of detail–foresight that was unrealistic for many businesses to   have–in   order to produce a reliable long-term roadmap. We're tur...

2,424 views 15 19
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you