Hi all,

This was actually fixed couple of months back and we have not updated the ticket. Our bad!

This is now fixed.

Cheers,

Liron 

Good job guys, thanks for this

The field "Organization" now appears in Create Screen. But it doesn't appears in "Create linked issue" screen and it doesn't appears in the Create Issue function from Jira Cloud for Outlook (Official)

Reading this thread it looks like you can only see the organisation at the start of creating a ticket. If I mail a request in then I dont have the opportunity to select Organisation. What happens if I have a ticket that has been moved and I cannot add the organisation afterwards. This needs to be urgently looked at an organisation needs to have the possibility to be added after if necessary. This thread has been going on 2.5 years. WHY is this such an issue when so many people want this?

Thank you thank you thank you, finally a step in the right direction, but there are still some short comings when using Organization field, when trying to filter by Organizations still have to use JQL!! can't ask management\supervisors to do that!! please fix

Happy new year all

it done ! Organization exists in CREATE button.

We just tested and it exists and works ! Happy New Year !

This is also causing massive issues for my company. Very much looking forward to an expedited fix.

I was looking for a solution but found this issue. It gives my support engineers a pain in the a**, they have to go to another screen to choose the organization. Curently i'm using a automation so at least my engineers does not have to pick one. We all need this so please fix it!

Hello Atlassian, tickets are not only raised through the portal, they are also raised manually by support engineers. That they are unable to choose the organization and customer is quite unbelievable. Every other Servicedesk tool has this option by design, because that is what a Servicedesk tool is for! Please fix this ASAP!

Hi Team,

This is causing major admin issues when creating new incidents or problems and there is no organisation associated. Can this be looked at please?

Kind Regards

Can you please resolve this ticket, our service desk agents need this to be available on the Create screen

I cannot believe this is going on for years and has not been resolved.

This is basic, people.

Resolve this already.

Hello,

we also need the field 'Organization' in the create issue screen.

Everytime I explain our workflow of Jira Service Desk to our supporters I have to tell them to fill this field after creation of issue.

I also created a Jira automation rule to inform a supporter about missing 'Organisation'-field right away after issue was created
so that it can be filled. But that´s only a workaround for this bug.

Because this field is not fillable in create issue screen it´s causing a lower acceptance by our supporters.

So please fix this problem as soon as possible.

Thank you.

Regards

André

The above is the output "Configure fields  >> "Where is my field?" validation and it states that the organization field exists.

We all know that the Organization field exists and works on iPhone and the Android app (proven by several of us) for using "Organization" with CREATE issue. This means the table/data structure already supports the "organization field for new ticket inserts (create).  The Jira service desk CREATE form "Configure fields" check boxes just needs organization to be listed in SHOW FIELDS.
Could it not be as simple as that?  You are on the 90 yard line and just need to run it through the middle for the final 10 yards.
Can we get touch down on this for August 2020 ?

@Shadi Sultan, I can confirm that android app also got Organization field available on create screen. Maybe we can have it on desktop sometime around 2030. I'm not sure anyone at Atlassian even know about this request.

Guys do you want to know something funny. But please make sure your are sitting down.

.

.

.

The organisation field is available on the create screen on the mobile app (iphone not sure about android). This tells me there is disconnection within the company mobile team don't go to the same pub as the desktop team!!. Giving the current situation with covid19 we are restricted to go pubs anyway, so it will be sometime to have this fixed. So for the time being don't forget the following importal notes:

1. Keep your distance
2. Wash your hands regularly
3. Cough on the inside of your elbow
4. Wear a mask (Although his one is debatable)

And lastly keep your humour

Gathering interest? That's hysterical. This has been broken since the SD launched so that;'s what 3-4 years?

Is this a social experimentation? Did I live in The Truman Show all these time? How is it possible that you put on the market a Service Desk platform which doesn't allow you to properly choose a customer company when you open a ticket? Are you out of your mind? Because I feel that way now. I cannot understand this. It's just impossible. It feel like looking at the Penrose stairs or something. If Jira Service Desk was design for single company internal support, you should sell it like that and not pretending otherwise by adding features that you don't master at all. Please wake me up, this is a nightmare. This world is crashing down a little more every day because of those little push that we all do at our own levels (including me with this useless comment). Good job Atlassian, keep going, drag us to hell!

I was unhappy with the out of the box organization functionality and went down the custom filed route  leveraging automation.  I got it to work but then moved to another role and the team was not able to maintain it and it started to break.  Probably could be salvaged but the team is migrating to Zendesk now.   

Could be a little laborious if you have many customers, but a workaround which works well for me is as follows:

• Create a Custom Field (eg "Customer") with Type "Select List"
• Edit options for the field and add in your customer names
• Add a Jira Automation for each customer to populate the Organization name when the value changes for "Customer"
• Place the "Customer" field at the top of your create issue screen

Note: When viewing Open and Closed requests, you would need to change the JQL from "reporter in organizationMembers" to "Organization" to see any tickets. I don't believe it's possible for Jira automation to update "organizationMembers" and not possible to change these filters. Happy to be corrected of course.

Cheers!

Forget it guys, it's not going to happen, this issue was opened in 2017 and still no action, no indication it will be added either, nothing, nada, zilch, 何も, שום דבר, wala, எதுவும், 没有 ......

We are currently implementing JSD and I am amazed that this most basic functionality does not exist.  This, along with much other Customer-centric functionality is sorely missing.

Thanks,

Bill

Boa tarde.

Esta funcionalidade em muito nos auxiliará, estou no aguardo!

Os agentes não podem criar solicitações pelo Portal, este processo torna o processo moroso.

Atenciosamente.

Marcelo Pires

It is very inconvenient.

We have a very rigid process for setting up new organizations/customers so I have found adding this to the process saves time in the long run.

My current workaround is to have the team use predefined labels so that the created issue populates in the correct Queue. Then when the Service Team member starts working with the issue they make sure the correct organization is defined. This saves them having to flip back and forth between internal and external views or losing track of issues.

Filter the queue as follows:

resolution = Unresolved AND (organizations = "1234" OR labels = 1234 OR labels = 12_34) etc

It's annoying to set up but saves the team member time 

Good spot @Harel Safra, i was not watching that bug as it didnt apply to us as Cloud users.

While not a breaking bug, it is an extreme inconvenience and annoyance for service desk team in our Orgamization who are creating issues on behalf of customers. They need to jump between the agent view and the portal so that they can create and work on their tickets properly.

I know many of us would appreciate if this is addressed sooner rather than later. In the meantime are there any updates on the " initiative to improve the "create request" flow for Jira Service Desk projects " that was mentioned on the 8th of March last year?

Thanks

Daniel

The funny thing is that is was implemented in JSD server on August 2018 (https://jira.atlassian.com/browse/JSDSERVER-4723) and still nothing for cloud.

Hi Caroline, I stumbled across this ticket as I've been working to setup a Service Desk instance to demo to our Customer Success and Help Desk teams on the value of having our Development, QA, and Help Desk Teams all operating in the same place.

Do you have any updated or expected timing on the availability of this bug fix? My team is considering moving to Service Desk, but with the amount of Clients we support, we wouldn't be able to move over unless this bug is addressed (or if there were a low impact work around). Any insights on timing or workarounds would be appreciated.

Thank you!

Tim

This does not make sense to me that this issue has gone unresolved for this long.
When using the troubleshooting option "where is my field" it says that it should be visible. It is glaringly obvious that this is a bug in the application that should be simple to fix.

Caroline Bartle - you have told over 200 of your clients that this will be resolved.

What is the hold up?

This would be most useful

Still experiencing this issue in the Cloud version. Is there any known workaround?

I am waiting on this field too. It would be helpful as currently it is done manually.

Most of the other fields are already available when creating an issue within the system, surely it's not too difficult to add this with them?

Would definitely like to see this added!! 

this would be very help for our teams, thank you!

Please add this simple enhancement request. Just like any other field, users can then chose to show or hide it just like a lot of other fields currently we can choose to view or hide. Shouldn't need a vote on this. Been waiting a long time.

I'm starting to investigate other helpdesk systems that are customer focused, always a struggle to do anything based on organisation (customers)!

Add me to the list of eagerly awaiting users!

Any planning for this? Could be great if we can have some deadline estimated.

Updated 8 March 2019 

 We are also experiencing this issue, its a real pain and means that some tickets get missed through human error. Plays havoc with reports etc.  

This is a very basic feature that should work.   Issue been open since 2nd Feb 2017 (over 12 months), should be planned by now

+1

Hi everyone, I'm going through the same problem mentioned above in the cloud version of Jira Service Desk. Please correct this !!!

+1

As an MSP this is a MUST. It's not feasible to go through the portal to raise a request.

Agreed this is a basic requirement when logging a case.  Agents should not be constrained to log cases as an end user would as impacts their user experience, which is as important as the end customer.

+1

+1

Please implement so agents can add this during ticket creation outside of the portal.

This feature would be extremely useful for us. Please, fix it in the Cloud version.

+1

This really needs to be addressed. 

Do you have an ETA for this on the cloud? I find it strange the server version was fixed 4 months ago but the cloud version wasn't.

+1  this is totally holding back our organization and my enthusiasm for  Jira Service Desk. We could be "the unquestionably best value in the market" but we are at "it is cheap and you can make it work" 

I don't understand how this is fixed for Server but not Cloud. This feels like a huge oversight...

Please, when will this be coming to the cloud?