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  1. Jira Service Management Cloud
  2. JSDCLOUD-4723

Organization field does not appear in Create Issue screen (not portal)



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

      Updated 8 March 2019

      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

      Update as of 17 July 2017

      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.


      The JIRA Service Desk team


      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

      1. Add the Organization field to the Create Issue screen of a Service Desk project
      2. Try to create an issue via JIRA (not customer portal)

      Expected Results

      1. The Organization field is visible and can be selected

      Actual Results

      The field doesn't appear in the screen


      It correctly appears in the Edit Issue scren


      No known workaround


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