• Icon: Suggestion Suggestion
    • Resolution: Unresolved
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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.

      I am finding it difficult to manage the customer organisations in JSD. Customers email through and get added to the customer list but we have to manually add them to an organisation. It would be ideal to have a rule in the organisation that can be turned off or on that includes a domain extension. If a customer emails through with the specified domain extension they are auto added to the organisation.

      AC:

      • Set a domain extension on the Organization
      • System reviews the emails sent through for a new customer and if the domain extension is matched to an organisation it adds the customer to that organisation

          Form Name

            [JSDSERVER-4417] Add email domain to Customer Organisation

            6 years and counting.....

            Tariq Nazir added a comment - 6 years and counting.....

            We have just decided not to use the JIRA service desk in our company. This decided. Good work!

            IT Support (Prague) added a comment - We have just decided not to use the JIRA service desk in our company. This decided. Good work!

            Jason Galea added a comment - - edited

            6 years and still waiting for this simple feature.......

             

            Jason Galea added a comment - - edited 6 years and still waiting for this simple feature.......  

            This could be a great feature: at the moment I have to manually add all the users that can raise a request...

            It is too expensive in terms of timing and effort.

            Fiorella Santopietro added a comment - This could be a great feature: at the moment I have to manually add all the users that can raise a request... It is too expensive in terms of timing and effort.

            Please take a look at [Tinker for JSD|https://marketplace.atlassian.com/apps/1222917/tinker-for-jsd?hosting=server&tab=overview]

            Unleash your customer portal without any unnecessary barriers to entry. (Anonymous Access) by allowing your customer to access without log in and also takes care of spam by securing customer portal with reCaptcha v3.

            Features:

            • Public Customer Portal (Anonymous Access)
            • Public portal Creation behavior
              • Auto create user by email
              • Use public user to create
            • Auto add Email field to portal fields
              • (without modifying request screen)
            • Limit publicly accessed Service Desk portals
            • Secure Public Portal with reCAPTCHA v3
            • Adding Google Analytics to Customer Portal
            • Organization Association with Email & Groups
            • Add Customer Portal Buttons
            • Customer requests CSV exporter
            • Add columns to customer request grid
            • Better portal grid view

             

            Looking forward to better Tinker Jira Service Desk to fit your needs

            https://marketplace.atlassian.com/apps/1222917/tinker-for-jsd?hosting=server&tab=overview

            Najjar [Innovura] added a comment - Please take a look at [Tinker for JSD| https://marketplace.atlassian.com/apps/1222917/tinker-for-jsd?hosting=server&tab=overview ] Unleash your customer portal without any unnecessary barriers to entry. (Anonymous Access) by allowing your customer to access without log in and also takes care of spam by securing customer portal with reCaptcha v3. Features: Public Customer Portal (Anonymous Access) Public portal Creation behavior Auto create user by email Use public user to create Auto add Email field to portal fields (without modifying request screen) Limit publicly accessed Service Desk portals Secure Public Portal with reCAPTCHA v3 Adding Google Analytics to Customer Portal Organization Association with Email & Groups Add Customer Portal Buttons Customer requests CSV exporter Add columns to customer request grid Better portal grid view   Looking forward to better Tinker Jira Service Desk to fit your needs https://marketplace.atlassian.com/apps/1222917/tinker-for-jsd?hosting=server&tab=overview

            This is a very important request as we want 1000s of our customers to use the service desk. We cannot add them manually to Customers group.

            This feature was raised nearly 4 years back.

            What do we need to do to expedite this request?

            Balaji Kalyansundaram added a comment - This is a very important request as we want 1000s of our customers to use the service desk. We cannot add them manually to Customers group. This feature was raised nearly 4 years back. What do we need to do to expedite this request?

            With the new release of the Jira to Excel plugin, you can export the Jira tickets lists to Excel using JQL including the Organization with the proper name.  That may help until they get around to truly resolving it.

            Steve Fitzgerald added a comment - With the new release of the Jira to Excel plugin, you can export the Jira tickets lists to Excel using JQL including the Organization with the proper name.  That may help until they get around to truly resolving it.

            spbarber added a comment -

            Thanks, Rudy and I agree, useless!

            spbarber added a comment - Thanks, Rudy and I agree, useless!

            Rudy Holtkamp added a comment - This should be out of the box functionality, until then people who stumble up on this issue can use:   https://marketplace.atlassian.com/apps/1219598/organizations-automation?hosting=server&tab=overview  or  https://blog.codebarrel.io/set-organization-in-jira-service-desk-using-reporters-email-domain-e705be9d4717    

            Ben Mann added a comment -

            This is threatening to halt further adoption of servicedesk for our service teams. Clients want to be able to create a ticket and share with their organisation the first time they use JSD, but at present someone must manually add them to their organisation. If we remove the organisation sharing restriction then clients can search for competitors using our system, this being information many clients will wish to keep private.

            I'm looking into whether we can work around it with an event script, and maybe that will get us part of the way, but it really feels like this is an automation that needs to be built in - new users are creating accounts and raising tickets every few minutes, and doing this manually is simply not feasible for a busy servicedesk.

            Ben Mann added a comment - This is threatening to halt further adoption of servicedesk for our service teams. Clients want to be able to create a ticket and share with their organisation the first  time they use JSD, but at present someone must manually add them to their organisation. If we remove the organisation sharing restriction then clients can search for competitors using our system, this being information many clients will wish to keep private. I'm looking into whether we can work around it with an event script, and maybe that will get us part of the way, but it really feels like this is an automation that needs to be built in - new users are creating accounts and raising tickets every few minutes, and doing this manually is simply not feasible for a busy servicedesk.

            +1 would be great

            Gabriel Gruber added a comment - +1 would be great

            +1 - Adding email addresses by hand is a very manually-intensive process. This feature would greatly streamline work when a new Organization is added, or when employees are hired at the Organizations.

            Erik Brooks added a comment - +1 - Adding email addresses by hand is a very manually-intensive process. This feature would greatly streamline work when a new Organization is added, or when employees are hired at the Organizations.

            Since all other permission rights are based on JIRA groups, I think a better way would be to add JIRA groups to the organisation instead of adding domain extensions. It seems like a common use case that you have the same domain for different customer groups, but you don't want them to be in the same customer organisation. JIRA groups would make it much more flexible and easy to maintain. See JSDSERVER-5072

             

            Björn Gullander added a comment - Since all other permission rights are based on JIRA groups, I think a better way would be to add JIRA groups to the organisation instead of adding domain extensions. It seems like a common use case that you have the same domain for different customer groups, but you don't want them to be in the same customer organisation. JIRA groups would make it much more flexible and easy to maintain. See  JSDSERVER-5072  

            Great observation Steve. This needs to be split into multiple fields, and I'd like to add my vote for this, JIRA team. 

            Regarding the domain extension, "AC" means "acceptance critera" - meaning that is what they would consider fulfillment of this request should the feature be implemented.

            Please make this happen JIRA team!!! I don't want to subject my helpdesk team to filling out fields for hundreds of customers that could be otherwise handled by some simple logic.

            Axis Medical added a comment - Great observation Steve. This needs to be split into multiple fields, and I'd like to add my vote for this, JIRA team.  Regarding the domain extension, "AC" means "acceptance critera" - meaning that is what they would consider fulfillment of this request should the feature be implemented. Please make this happen JIRA team!!! I don't want to subject my helpdesk team to filling out fields for hundreds of customers that could be otherwise handled by some simple logic.

            where do you set a domain extension on the Organization?  I don't see any option to do that within the Add Organization screen.

            Steve Fitzgerald added a comment - where do you set a domain extension on the Organization?  I don't see any option to do that within the Add Organization screen.

            having the organization default based on the domain extension, however the organization field is also used to determines whether the issue is shared with the organization.   So, if a customer says they don't want to share it, it clears the organization and hence I don't know where they are from.  The problem stems from using that field for multiple purposes.

            Steve Fitzgerald added a comment - having the organization default based on the domain extension, however the organization field is also used to determines whether the issue is shared with the organization.   So, if a customer says they don't want to share it, it clears the organization and hence I don't know where they are from.  The problem stems from using that field for multiple purposes.

              Unassigned Unassigned
              b7e970de282c Gavin McMillan
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                Created:
                Updated: