I too would like to see the Organization field automatically populated based on the customer however what would the system do if the customer belongs to more than one organization? I think that this is possible from a technical standpoint although I'm not sure what real world use cases would include this scenario.

Dear Atlassian team,

I’m reaching out with strong disappointment regarding the current limitations of the "Organizations" feature in Jira Service Management.

While it's helpful to be able to set up organizations and assign customers to them, it's very frustrating that when a customer logs a ticket, the system doesn’t automatically populate the Organization field, even though the user is already associated with one. This breaks the expected behavior and significantly reduces the value of the feature.

Your suggested workaround—using email domain-based automation—is unfortunately not viable for many real-world scenarios. In our case:

• We have global customers sharing the same domain, but they operate as separate subsidiaries with distinct billing entities.

• Internally, we run a single-domain organization but need to route and group users by country.

In both cases, using the domain to determine the organization is not only inaccurate—it’s misleading and unscalable.

It is hard to understand the point of providing such a setup (assigning users to organizations) if it has no operational impact when the ticket is created. It feels like the feature is only halfway implemented.

Furthermore, asking us to "vote" on something so essential feels dismissive. This is not a “nice-to-have”—it’s a core functionality that would massively improve efficiency and accuracy in ticket routing, reporting, and automation.

Please escalate this internally. This is a critical need for many users, and it deserves priority—not a community vote buried among minor enhancements.

Thank you for taking this seriously.

We need to be able to automate the Organization field, please add this ASAP

Upvote for being able to automate the Organization field. Need to be able to assign the only existing value to the field.

I would also like this functionality. Actually, I am surprised that it doesn't already exist.

I am seeking this behaviour as well. Required for using automation to create service desk tickets cross projects and having the original team able to see the created tickets.

Hola, me gustaría funcionará la opción de añadir Organización en los campos de los issue al crearse

Me gustaría que mediante automatización se pueda compartir el ticket con una organización eso me facilitaría mucho la existencia gracias.

1 vote for: be able to edit/set Organizations field by automation

One of our JSM projects are for an application we develop for another hardware developer client. Our client wants to be added to each Issue that their users report by an Organisation spicifically for the developer so any of a few supervisors included in this Org can follow and weigh in on the issues.

But trying to desgn a new Automation rule in Jira SM Cloud I find no apparent way to set a specified organization for every new created issue? Is it possible or is this also something that need development and fits under this improvement suggestion?