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Bug
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Resolution: Fixed
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Highest
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3.3.0, 3.4.0, 3.5.0, 3.6.0, 3.7.0, 3.8.0, 3.9.0, 3.10.0, 3.11.0, 3.12.0
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Severity 3 - Minor
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243
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NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.
Hello customers,
Thank you for providing input on improvements to JIRA Service Desk.
We recommend that agents add organisations in one of the following ways:
- To add an organisation 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 (check out our documentation here).
- To add an organisation 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.
Thanks,
— JIRA Service Desk Team
Summary
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
- Add the Organization field to the Create Issue screen of a Service Desk project
- Try to create an issue via JIRA (not customer portal)
Expected Results
- The Organization field is visible and can be selected
Actual Results
The field doesn't appear in the screen
Notes
It correctly appears in the Edit Issue scren
Workaround
No known workaround
- is duplicated by
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JSDSERVER-4631 Display the Organization field in a regular Create Screen (not Portal)
- Closed
- relates to
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- Closed
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- Closed
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![[JIRA Server (Bulldog)]](/images/icons/generic_link_16.png "[JIRA Server (Bulldog)]")
JSDS-893
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- is cloned by
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JSDS-906
You do not have permission to view this issue
[JSDSERVER-4723] Organization field does not appear in Create Issue screen (not portal)
There might be some confusion about where the fix is available. Even though it says the fix is in 3.9.6 that doesn't mean it's in all 3.10, 3.11, 3.12 etc versions. 3.12.1 was released before 3.9.6.
The fix is in 3.12.2 however.
Regards,
Jira Service Desk Team.
Nathan de Guia
added a comment - I am on Service Desk Server 3.12.1. The "Where is my field" wizard says the Organizations field is present on my "Create Issue" screen. But it is not there.
Nathan de Guia
added a comment - I am on Service Desk Server 3.12.1. The "Where is my field" wizard says the Organizations field is present on my "Create Issue" screen. But it is not there. @Lachlan Goodhew-Cook you are right. I am sorry 
Thank you for your information!
heike.krueger you might be confusing your JSD and Jira versions
Jira Server 7.5.1 is compatible with JSD 3.8.2
The earliest this is fixed is in JSD 3.9.6 which matches up with Jira Server 7.6.6. So you will need to upgrade to at least 7.6.6 to get this fix.
What version are you using?
Is the Organisation field assigned to the Screen Scheme for your project?
@kkolonko I see you've closed this as done. Has it been rolled out? Because it's still not showing in our instance:
Please let me know if you need more info.
ecooley1232952495 henry.poyntz2127189958 eric.white128056449
This is fixed in the following versions 3.9.6, 3.10.4, 3.11.4, 3.12.2, 3.13.0
If you're using the cloud version you can see the corresponding bug report
This seems to be solved in v7.11.0#711000