If you are using Organizations to keep your customers organized, it's vital that the Organization gets set by default on a new ticket created in JSM.  This can be done via Automations using APIs, but I lose count as to how many JSM users in the Community request how to do this.  

This should at least be configurable and let the site administrator decide if this should be filled in or not.

We also would like to make the Department field available on our platform. The field is filled automatically by the system, but there is no Smartvalue or any other way to extract/use the information.

Hello everyone, we need this feature in 2024. It's available in the old version of automation, but not in the new version. Can you add it to the Data center too?

This would be a really handy feature to have and addresses one of our maintenance headache but I am not liking my chances given that this suggestion was created back in 2017.

Our current workaround is to set a default sharing organisation user property for each user via REST API and use automation to share it with the default sharing organisation during an automation trigger event. Unfortunately this workaround will only work if the Jira Administrator controls all/most of the user onboarding.

I guess if users can create an account by sending email in, you will have to include a process where a list of users name and account id are regularly extracted for those users without the user property and run the REST API to set the organisation value in. The Organisation name and organisation id can also be extracted to use in the script but you will have to handle edge cases where email domains like somecompany.us and somecompany.com are really the same organisation and might need to be mapped to the same organisation id like what was described in rahul's solution.

I think this is essential, especially since it isn't possible right now for the organisation field to be always set (customers always have the option to "not share" with the organisation, which leaves it empty).

Any automation rules, SLA or other logic, that would be based on the organisation is then irrelevant.

+1  we have hundreds of customers, the workaround is not scalable as you say.  This is a real pain and has a tangible cost associated to it were we have people spending a certain amount of time doing this. Any chance of an update on this being changed??

+1

I am also looking for this feature.  Having many customers, each with numerous end users, all sending emails to a support alias to open tickets.  Then as the support team, we have to manually assign each issue to an organization, and it is cumbersome.

Organizations should be linked to a primary domain.  When an issue is created from any email address from that domain, it is automatically assigned to the organization.  If there is no organization already, then one is created using the domain name that the user emailed from.  The Organization's should further be able to be renamed from the domain name to the name of the business and all associated issues, or people that are assigned to the organization still remain part of the organization after the rename.

Please make this happen sooner rather than later!  Thanks!

Please, can we have an ETA on this issue? How many votes do you need this to be prioritize?

Hi Jackie,  the JSD org assignment has been a pain point (in different ways) for us as well.  I know it's not ideal, but have you tried implementing an Automation for this?   If you have more than 7 or 8 Organizations it might be a bit much to do, but if not it's worth considering.   In your shoes I would do the following: 

• Add users to a group named like their Org
• Create an automation to check on Issue Creation:
  • If Organization IS NOT EMPTY 
    • do nothing
  • Else-if reporter is in group "funimation"
    • edit issue fields "Organization" (set to Funimation org)
  • Else-if reporter is in group "Toei"
    • edit issue fields "Organization" (set to Toei org)

And so forth.

Again, I know it's not ideal and it's a bit of initial legwork (and maintenance since you have to ensure users are in their correct groups moving forward), but the time investment up front will likely save you tons of time moving forward. 

Not sure if my comment would make much of a difference, considering this ticket has been opened since 2017, but...

Please add this feature soon. This would make it so that we don't have to manually set the Organization field every time it's missing.

We have a lot of internal users that files Service Management tickets for us via Jira (i.e. not the portal). Unlike the portal, where the default is that they can "share with" their organization, issues filed through Jira never has this value set.

Also, because they're internal users, we can't base the Organization values on email domain as we all have the same domain.

I have developed a scripting solution to this problem using the Power Script add-on. The solution creates a cache of the user to organization mapping and keeps it updated every 6 hours (refresh interval can be changed to suit the needs). The next part of the script triggers every issue create to search in the cache for user organization mapping and if the organization is not default populated, then use the cache to populate all the organizations for that user on the given ticket.

One side effect of this automation is there needs to be a big cache always in memory, but a solution without cache can also be created if the cache is a problem.

It would be very useful for our service desk organisation to have this feature as we have different local help desks performing the first line in function of the Organisation (or group of), this would really help to route to the correct queue. Any idea of the time horizon when we could have this ?  --Thank you!

Atlassian guys cmon too much users needing this, any date?

We have so many clients that need to be automatically linked to the organizations that they were created in. There should be an option to select if you would like to link it or not. I doubt it should be something overly trivial seeing the need of this?

Hello @all,

We developed a plug-in to handle this situation, you can visit the market place to download and test:

Organization Automation - https://marketplace.atlassian.com/apps/1219598/organizations-automation?hosting=server&tab=overview

Only thing is you have to add the organization one-time, from then on, all support tickets with that domain will be matched up to that organization. 

I was in the same boat as all of you and I know we needed to deal with this issue, because we really love using Jira, and I didn't want it to be a deal breaker for our company.

We also developed a companion plug-in that will match-up users based on their domain, meaning when they submit a ticket, i.e. when the user sends an email, example: kelly@example.com and I have an organization with that same domain in my Jira setup, it will map that users to that organization... I hope you find them helpful.

Reply-to Mail Handler - https://marketplace.atlassian.com/apps/1219595/service-desk-reply-to-mail-handler?hosting=server&tab=overview

Any questions please do not hesitate to contact me.

I hope you all find these as helpful as we do!

Thank you,

Kelly

I think this feature was implemented. And it's unpleasant, how do I opt-out of auto-adding the organization?

Something like this is essential for our use of self-service sign-up on to our customer facing service desk.  We make use of the new "Organization" grouping of customer logins. When a user uses the self-service sign-up there's no way for us to allocate that user to the correct Organization. We need a mechanism for Service Desk agents to allocate/move users to the correct Organization and/or for them to end-users to be automatically added to the correct organization

I would like the auto add of reporter's Organization to a custom field as a string.  i don't want to force people to share every ticket with their Organziation

This is frankly a requirement for us, and its implementation would be of great assistance.

Would be great as organizations is not a valid field to use in Service Desk Automation (issue created->reports member of organization->edit issue to add organization) would be desired behavior if in automation.

Only workaround now is to every once in a while issue search for the reporters you want and organization = null then bulk edit

This is a very fundamental function. Also, when the issue is created from the email, the organization of the reporter is indeed added automatically. Hopefully it won't be so difficult to allow this, when issue is created in general?