• 1,418
    • 42
    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Update 22nd April 2024

      Starting today, we are progressively rollout out our feature to help you automatically assign customers to organizations when their accounts are created. I know this one has been a long awaited one, so please let me know how it's working for you and your site.

      You can read about the new feature on Atlassian Community

      If you have any questions or comments, you can leave them as a comment here!

      Thanks,

      Ash Young

      Update 19th July 2023

      We've added this feature to our public roadmap and have resourced a team to start working on it.

      You can follow the progress and updates on our Public Cloud Roadmap

      The ability to associate email domains (e.g. @companyname.com or @mybusiness.com) to organizations.

      So in the event of a user emailing in or a new account being created on the service desk, their account is automatically associated with the correct organization, based on the pre-determined email domain associations.

      Without this, I understand you currently have to manually administer all customer accounts and manually associate them with organizations.

      Workaround

      https://confluence.atlassian.com/jirakb/how-to-add-jira-service-management-customers-automatically-to-organization-based-on-reporter-email-domain-1142450886.html

            [JSDCLOUD-4519] Email domain organization association

            In case anyone else is looking I found this ticket for requesting API management - https://jira.atlassian.com/browse/JSDCLOUD-14251

            Majken Longlade added a comment - In case anyone else is looking I found this ticket for requesting API management - https://jira.atlassian.com/browse/JSDCLOUD-14251

            Ash Young added a comment -

            Hi 9a60e7f1f3d2 b1ea849ac4ec 

            We're aiming to be out to 100% by the first week of May 2024. We are releasing incrementally daily to new sites.

            Ash Young added a comment - Hi 9a60e7f1f3d2 b1ea849ac4ec   We're aiming to be out to 100% by the first week of May 2024. We are releasing incrementally daily to new sites.

            Diana C added a comment -

            +1 to Clemens' comment.

            I can see the new global "Organizations" screen under "Settings > Products," but I don't yet see the option to add email domains to any of our existing Orgs.

            Diana C added a comment - +1 to Clemens' comment. I can see the new global "Organizations" screen under "Settings > Products," but I don't yet see the option to add email domains to any of our existing Orgs.

            Should this feature be available for everyone now or for just a few selected Spaces?

            Clemens Mayr added a comment - Should this feature be available for everyone now or for just a few selected Spaces?

            mb added a comment -

            Hello, what about JSM Datacenter?

            mb added a comment - Hello, what about JSM Datacenter?

            Ash Young added a comment -
            Update 22nd April 2024

            Starting today, we are progressively rollout out our feature to help you automatically assign customers to organizations when their accounts are created. I know this one has been a long awaited one, so please let me know how it's working for you and your site.

            You can read about the new feature on Atlassian Community

            If you have any questions or comments, you can leave them as a comment here!

            Ash Young added a comment - Update 22nd April 2024 Starting today, we are progressively rollout out our feature to help you automatically assign customers to organizations when their accounts are created. I know this one has been a long awaited one, so please let me know how it's working for you and your site. You can read about the new feature on Atlassian Community If you have any questions or comments, you can leave them as a comment here!

            We tried workaround and have had some issues.  This is an imminent requirement for us that is delaying deployment of JSM to major groups in our company.  Would like to be part of early test / adoption group.

            Julie Beltz added a comment - We tried workaround and have had some issues.  This is an imminent requirement for us that is delaying deployment of JSM to major groups in our company.  Would like to be part of early test / adoption group.

            We added the workaround automation rule but have been seeing some weird results similar to Diana's comment...

            Some organisations were setup before we added the rule. E.g. "ACME Company Ltd", "Some Other Company Plc." etc.

            Now for certain users (we've observed the behaviour with a few members of staff who have a service desk license), when they raise a ticket, they are being assigned to an existing org but it's not clear how the matching is done since orgs don't have an associated domain. Even if we remove them from the organisation, they get re-added when submitting new tickets.

            Example:

            ServiceDeskAgent1@OurCompany.com raises a ticket and the automation rule assigns them and the ticket to "ACME Company Ltd".

            We delete them from "ACME Company Ltd" but when ServiceDeskAgent1@OurCompany.com submits another ticket, they get re-added again and the ticket is auto-associated to the same org.

             

            My guess as to how it's working is this... After the automation rule is added and enabled, a customer raising a ticket will be added to a pre-existing org if they or someone else with the same domain name is an existing customer of an existing org or has ever been a customer of that org. If there are no existing customers with the same domain then a new org will be created. Thereafter, any requests from customers with that same domain will be added to that new org. It doesn't seem possible at the moment to remove customers from orgs because they are always re-associated.

            Matthew Kirrane added a comment - We added the workaround automation rule but have been seeing some weird results similar to Diana's comment... Some organisations were setup before we added the rule. E.g. "ACME Company Ltd", "Some Other Company Plc." etc. Now for certain users (we've observed the behaviour with a few members of staff who have a service desk license), when they raise a ticket, they are being assigned to an existing org but it's not clear how the matching is done since orgs don't have an associated domain. Even if we remove them from the organisation, they get re-added when submitting new tickets. Example: ServiceDeskAgent1@OurCompany.com raises a ticket and the automation rule assigns them and the ticket to "ACME Company Ltd". We delete them from "ACME Company Ltd" but when ServiceDeskAgent1@OurCompany.com submits another ticket, they get re-added again and the ticket is auto-associated to the same org.   My guess as to how it's working is this... After the automation rule is added and enabled, a customer raising a ticket will be added to a pre-existing org if they or someone else with the same domain name is an existing customer of an existing org or has ever been a customer of that org. If there are no existing customers with the same domain then a new org will be created. Thereafter, any requests from customers with that same domain will be added to that new org. It doesn't seem possible at the moment to remove customers from orgs because they are always re-associated.

            I would be very interested in testing this as soon as possible

            Alexander Ray added a comment - I would be very interested in testing this as soon as possible

            Diana C added a comment -

            As a heads up to anyone who may be interested in using the Automation workaround provided back in December, I did some testing of it and here are my findings:

            • If a customer is part of a manually created org, they will be auto-added to a new org created by the automation based on their email domain
            • We can rename the automatically created org without issue – users with the same email domain will continue to be auto-added to it
            • There is no indication anywhere inside the org setup in the JSM project that there's an email domain tied to it, so we can't see which orgs are being "maintained" by the automation vs those that aren't
            • If a user is manually removed from an automatically created org, they will be automatically added back the next time they log a ticket, based on their email domain
            • If a user selects "Share with No one" in the Service Desk when logging a ticket, the automation will override the selection and apply their email domain-based org to the ticket, making the ticket visible to everyone in that org against the user's wishes

            Diana C added a comment - As a heads up to anyone who may be interested in using the Automation workaround provided back in December , I did some testing of it and here are my findings: If a customer is part of a manually created org, they will be auto-added to a new org created by the automation based on their email domain We can rename the automatically created org without issue – users with the same email domain will continue to be auto-added to it There is no indication anywhere inside the org setup in the JSM project that there's an email domain tied to it, so we can't see which orgs are being "maintained" by the automation vs those that aren't If a user is manually removed from an automatically created org, they will be automatically added back the next time they log a ticket, based on their email domain If a user selects "Share with No one" in the Service Desk when logging a ticket, the automation will override the selection and apply their email domain-based org to the ticket, making the ticket visible to everyone in that org against the user's wishes

              a1217920d496 Ash Young
              ae655c7d277d David Areskog
              Votes:
              1015 Vote for this issue
              Watchers:
              568 Start watching this issue

                Created:
                Updated:
                Resolved: