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

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

Would like to participate in the EAP once available for this

How is it possible to sign for EAP?

Hello!
We would need this feature too, to give restricted portal access only to the specific domains, because we have several external service projects.
Do you have an ETA that we can look forward to?

Happy to test this feature. 
I hope it's going to work if we have enabled public signup for customers and have disabled ticket creation / follow up via email?

Hello!

If possible, I would also like to participate in early access

Thanks!

Hi @Benjamin Paton

Would it be possible to participate in the early access testing for this one? 

Thanks!

Hi Jira,

This is really needed.
Lots of manual work now.See how many customers this need.

Stop considering and start create a User Story from CHATGPT.  

Early access for our organization would be great, so feel free to contact me!

I need to clone the organization field to Jira Software. From what I can see, organization field is not available Jira Software. I might be wrong, but I guess cloning organization field to Jira Software will not work as long as organization field is not available in Jira Software. 

 I am interested in early access to this feature when it's ready.

I am interested in early access. 

I am interested in early access as well

Hi. Is there any update on this at all please? Last I saw was implementation for 2024... any approximate ETA at all?

Hi

This will be a good option - Also can you create a person to an existing organisation.

a1217920d496 I am interested in participating in early access for Email domain organization association.
 

I would also be interested in early access please

Would love to be a part of the EAP or Beta for this feature, please.

@1217920d496  @ Ash Young Also interested in early access! We have a '1 to n relation' of organziations to domains. 

A great update and one we've looked forward to for a very long time. Thanks Ash!

a1217920d496 I am interested in participating in early access for Email domain organization association.

a1217920d496, 
Also interested in early access to this. I manage 30-40 domains and need so tag requests between them. 

Any update? It is 2412 days from the start 

Hi a1217920d496 @Ash Young,

We'd like to participate in the EAP.

I came here based on a comment @Benjamin Paton made on this community post: https://community.atlassian.com/t5/Jira-Service-Management-articles/Use-email-domains-to-restrict-external-customer-sign-up-for-your/ba-p/2036372

We have the following use cases:

1. One service project for internal users (our internal IT user help desk) – this works fine
2. One service project for specific named external customers, where we provide key-user support; we add them manually to the project with their email; access is restriced to those customers and sign-up is disabled.
3. Several service projects for external customers from specific domains, where we provide end-user support; we don't know those users in advance and we cannot add them manually as there would be hundreds of them; we do however know their email domains.

Our issue is with case 3: For those projects, we would have to allow for self-signup – but only from specific domains that are connected to specific organizations. Currently, domain restrictions can only be set up on a global level, with no connection to a specific service project.

G'day @Ash Young, we too would like to participate in this.

Just after some clarity after the new 'Customer' role and the whole internal/external/hybrid matter, does this domain feature only apply to internal customers (as in, product access role), or does it also apply to portal-only customers (external)?

Thanks,

Rob

What's the ETA on this? seems like a pretty simple fix: 'if' the user (new signup for example) has a domain which matches the domain added to an organization (add admin ability to add domain to organization), then add the user to the organization. This will then allow the user to see the portals which the org is assigned to.

@ash young,

We would like to participate in early access.  We manage 6 domains and really need this!

a1217920d496 I am interested in participating in early access for Email domain organization association.

a1217920d496 I am interested in participating in early access for Email domain organization association.

It would be super interesting to also contemplate the tickets that are created via Slack, to associate these, depending on the channel they come from, to one or another org.

Would love to be able to have early test access here

Hello a1217920d496 ( @Ash Young )

We would like to participate as testers as well.

Thanks

Hi Team,

We would like to participate in this pilot.

a1217920d496 we would be super interested in testing this feature. 

a1217920d496 , we would be very happy to particpate in testing this feature.

a1217920d496 if this is possible, please add me to the testers

@Ash Young we would like to participate with this testing if possible? We're current testing Jira Service Management with a view to transfer away from Zendesk within the coming months. This would be extremely useful for us without the need to script a process using the API.

We would like to participate to this test. We're about to go live with JMS and this feature is vital

We would also like to see this developed and would be happy to test it for you.

@a1217920d496  We would like to participate in the feature testing.

@a1217920d496  I would also like to participate in the feature testing. 

We would love to be a part of this feature testing !!!

We would love to join beta/user testing for this feature @Ash young

@a1217920d496

we would partecipate for testing

@a1217920d496

I would want to test this out. My company is using the automation library template but our issue is the automation only works on .com top level domains. we have customers with .co and some other domains that cause the automation to fail.

@a1217920d496  I would also like to participate in the feature testing. 

@a1217920d496 We would also like to participate. 

eeehm...
this Request is opened since 2016 ???
Is it now possible to recognize a Customer / Organization when he/she writes a Email to the project email adress and a ticket was created?
What must we do to join this "Beta feature" ?

Thanks

@a1217920d496 We would also like to participate. 

@a1217920d496, we would also like to participate in the EA program.

@Ash Young, I'd love to assist!

I would also participate in beta testing

 @a1217920d496, I'd like to participate as well!

@Ash Young I am interested in beta testing this feature.

@Ash Young, we'd like to participate in the early access phase. Thanks!

@Ash Young please EA. Thank you

Created:21/Nov/2016 9:21 AM

@Ash Young, could I also request that we are a part of the Early Access on this feature please?

@Ash Young can't seem to tag you but we would love to be part of the EA access.

Its a big road blocker for us and we are happy to hear progress is being made!

@Ash Young, we would also like to participate in the early access phase.

@Ash Young we would like to have early access for one of our customers as well

@Ash Young we would like to be part of the EA please! We're eager to jump into this feature!

@Ash Young, we'd also like to get access to that as well please

@Ash Young please let US participate user research

@Ash Young Me and my team are also interested in participating to early access for this.

@a1217920d496, we would also like to participate in the EA program.
Recently we had this specific request from one of our customers.

@ash young, I’d like to be involved with your EA program for this.

(I can’t @tag you for some reason; I type “@“ but get no options to select a user.)

We're actively working on this feature and are looking for early access participants for user research and testing.

Please leave me a message with an @ tag a1217920d496 if you're interested in participating

Thanks @Marcin Lis that plugin maybe will save us after migrate two Jira instances to cloud. 2016 till now and the suggestion yet sucked to under consideration....

Now we are blocked because one of JSM has a contract with a specifc company so we restrict domain customer domain registered to the portal to @abc.com.

Other JSM project customers are setup to be added only by agent or admin (portal is not configured at all). Also those emails are subject to the external domain restriction (why????????). It's unclear why the option "Only allow account creation for customers with specific email domains" child of "Allow portal-only accounts to be created for new customers accessing the help center" should impact all customers email (not only from portal)

It's simple - if they will do it, they will not earn they tax on sales of this plugin - https://marketplace.atlassian.com/apps/1219598/organizations-automation

Adding features into Jira is against Atlassian business goals. That's all.

How is this still not a feature that is being worked on

https://getsupport.atlassian.com/browse/JST-839197

This article suggests that this was slated for October 2022

https://community.atlassian.com/t5/Jira-Service-Management-articles/Choosing-the-right-approach-to-Customer-Management-in-Jira/ba-p/1970761

EDIT - apparently I cannot add attachments, so removing the screenshot.

Any update on ETA?

I was actually just about to invite our first users. What product would you recommend? (I suspect that's a bad question to ask here but I don't really care!)

If you're a startup, i'm assuming you haven't built too much on top of JSD, I would move to a more mature product for service desk solutions. I like Jira tickets for dev, but the service desk is held together by bolt on features that other products do sooo much cleaner. 

This is just one of many short falls of the product. 

Email tracking is just so bad. Trying to follow a thread is almost impossible once you have a few replies. 

Just to let you know, this is not just an issue for big companies. We're a start-up and I'm the only person doing support - I can't spend my precious time linking people to orgs!

I was very surprised to see this isn't already a feature of the platform. It is quite fundamental for a service desk IMO. Especially when dealing with a high volume of accounts.

Here's hoping for an update

We have been waiting for this function for a long time. The lack of this function is becoming more and more of a problem for us and we hear this from many others as well. Please give this function the priority it needs!

This is a really important feature for large orgs with many customers.  Please add this!

Benjamin - Any updates?

@Pierre Bergamin - the automation which you link to is really basic. In my case, the org name is different from than domain name, and customers have few domain names in one org, so it will not help.

Don't forget that the customer uses multiple domains. domain.com, domain2.com, anotherdomain.com 

@Pierre Bergamin, It would be nice if the trigger is* not* "When issue is created" but when the system detects a specific domain.

FYI there's an automation template that does this.

Guide here

I've been following this update for as long as I can remember. Please release this soon.

This is one missing Out of box feature which places Jira behind Zendesk. The ability to automatically link domains to customers is a necessity, not a luxury. It should be escalated and should have been implemented by now. 

PLEEEAAAAASEEEEE

This item was created 6 years ago and the feature still hasn't been looked at yet.  I'm done watching this topic and done waiting on Jira to add basic functionality.  

Can't believe this isn't supported yet.

Thank you all for your ongoing feedback. We definitely understand how important this feature is for getting customers into your help centre.

I will be sure to note everyone down who was interested in early feedback and testing opportunities.

We are a little behind where we though we would be at this stage, due to resourcing being caught up on other Customer Management related features. I am hopeful we will have something to show for October, but as it approaches we might have to extend the complete release timeline.

Have been a watcher on this ticket for years and have been seeing users requesting this for the same amount of time. The lack of this functionality really nullifies a lot of the usefulness of Jira Service Desk for managing multiple customers/external-facing organizations, which seems like it would be a pretty common use-case. It has been a limiting factor in the rollout of the product in our own organization for this reason alone.

+1 again - this feature will be helpful in a number of ways. Thank you for that article too, Ben. Really looking forward to the new features around this. Thank you

This is a feature that would be beneficial to my organisation. If it is possible to get early access we are happy to trial this

If early access is possible, I would like to get in as well

I'd also like to get early access if possible as being a one man band in IT, this is some administration I really don't have time for.

We need this function on our current project now. Please send us an update.

Hi all,

This is something we would absolutely love to see as part of customer service management, given that the number of people that change at orgs requires pruning currently. We are a small software shop, and don't have the bandwidth to manage large volumes of customer addition/subtractions, and so a wildcard email capability would be very helpful. I know there are relatively complicated ways around this with addons and automations, but if we were simply able to put *@customer.com in the organization panel, and then all inbound email to our support email would be validated against that wildcard mask, that would be fantastic to have.

I know this is seemingly under consideration for October 2022, but we'll take what we can get.

Thank you!

This will be a great addition! Please provide update or timeline on this? Thank you

Update please.