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Suggestion
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Resolution: Fixed
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0
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47
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NOTE: This suggestion report is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
Hi everyone,
It has been a while since the last update so, firstly, thank you for your patience and your ongoing feedback.
We're looking at addressing this suggestion as part of an upcoming initiative to improve the "create request" flow for Jira Service Desk projects directly in Jira (the portal is not in scope for this).
We're currently working on designs, so I'll provide another update once we start development.
– Caroline Bartle | Product Manager, Jira Service Desk Cloud
Hi there,
Thank you for providing input on improvements to JIRA Service Desk.
We recommend that agents add organizations in one of the following ways:
- To add an organization when you raise a ticket: In the agent view, use the Raise a request link in the sidebar to go to the portal and raise a ticket on behalf of the customer (see documentation).
- To add an organization to an existing ticket: In the agent view, view an issue and update the Organization field in the People panel.
Our original vision was for both customers and agents to create requests from the portal or email, not the agent view. But, from the feedback we've received so far, we understand that this method doesn't work for all teams. To help us improve this experience in the future, we're changing this bug to a feature request so we can continue to gather feedback.
Thanks,
The JIRA Service Desk team
Summary
The organization field can be added to the Create Screen but once added, it actually doesn't appear in the screen when creating new issues
Steps to Reproduce
- Add the Organization field to the Create Issue screen of a Service Desk project
- Try to create an issue via JIRA (not customer portal)
Expected Results
- The Organization field is visible and can be selected
Actual Results
The field doesn't appear in the screen
Notes
It correctly appears in the Edit Issue scren
Workaround
No known workaround
- is duplicated by
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- Closed
- is related to
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JSDSERVER-4723 Organization field does not appear in Create Issue screen (not portal)
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[JSDCLOUD-4723] Organization field does not appear in Create Issue screen (not portal)
The field "Organization" now appears in Create Screen. But it doesn't appears in "Create linked issue" screen and it doesn't appears in the Create Issue function from Jira Cloud for Outlook (Official)
Reading this thread it looks like you can only see the organisation at the start of creating a ticket. If I mail a request in then I dont have the opportunity to select Organisation. What happens if I have a ticket that has been moved and I cannot add the organisation afterwards. This needs to be urgently looked at an organisation needs to have the possibility to be added after if necessary. This thread has been going on 2.5 years. WHY is this such an issue when so many people want this?
Thank you thank you thank you, finally a step in the right direction, but there are still some short comings when using Organization field, when trying to filter by Organizations still have to use JQL!! can't ask management\supervisors to do that!! please fix
Happy new year all
it done ! Organization exists in CREATE button.
We just tested and it exists and works ! Happy New Year !
This is also causing massive issues for my company. Very much looking forward to an expedited fix.
I was looking for a solution but found this issue. It gives my support engineers a pain in the a**, they have to go to another screen to choose the organization. Curently i'm using a automation so at least my engineers does not have to pick one. We all need this so please fix it!
Great news folks! This is now in progress in development and should be released very soon. I will send another update when its available. Thanks again for all your feedback and patience.
Hello Atlassian, tickets are not only raised through the portal, they are also raised manually by support engineers. That they are unable to choose the organization and customer is quite unbelievable. Every other Servicedesk tool has this option by design, because that is what a Servicedesk tool is for! Please fix this ASAP!
Hi all,
This was actually fixed couple of months back and we have not updated the ticket. Our bad!
This is now fixed.
Cheers,
Liron