This seems to be solved in v7.11.0#711000

nathan.deguia

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.

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.

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 about version 7.5.1 and higher?

henry.poyntz2127189958

What version are you using?
Is the Organisation field assigned to the Screen Scheme for your project?

Gah, sorry. Wrong one...

@kkolonko I see you've closed this as done. Has it been rolled out? Because it's still not showing in our instance:

• https://imgur.com/QaMVbj2
• https://imgur.com/N9Ih5yJ
• https://imgur.com/VSMUlQl

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

++Henry Poyntz comment

+1 for any update at all.

Yes please an eta would be wonderful. 

We are ready to go live and encountered this BUG.  Do you have an ETA for this bug fix?  Its a major concern for us.

Yes please share an ETA. 

Is there any ETA on this?

As with others comments, when Agents are adding issues, the first and foremost thing that they need to do is assign it to the Organisation. This seems like one of the most basic field requirements when using Create

I am just wondering how this could have been released in this stage? .. Who tested it?

+100

@s.falasca can you share the webhook?

Hi Atlassian, 

Please escalate the urgency of this bug. Our agents take quite a few minutes to create Organisation, add reporter to organisation, and then add the organisation to the issue, the results in many hours at the end of the month.

Is it also possible to automate the action where when an Organisation is added to an issue, it also automatically adds the reporter into the Organization in the customers list?

@Stefano Falasca

Do you have example code?  My coding is not that good and I don't have experience building web hooks.

Evan Cooley, I solved develop an webhook.

We are going to have to move away from Jira Service Desk, not the only reason but it sure doesn't help. 

When you'll solve this bug ? That is very high priority request

It would be far easier, more streamlined for our agents to create issues directly from the Agent's view. Furthermore, we want to display different fields for the agent and the customer. Thus, the issue creation process is different for a customer and the agent.

Please, fix this bug urgent!

+1 please fix.  this adds an unneccessary step to creating an issue that is error prone...

We are evaluating JIRA for our service desk but this bug can be a real show stopper. There should be a simple way to add organisation when creating a new issue ticket, in our case organization would mean customer but not necessarily a person, given workarounds do not solve the problem.

We want some issue types to be created only by internal staff but still be visible to customer users. To accomplish this, we have to hide the issue type from the "Raise a Request" dialog. The workaround given in Atlassian's July 14 2017 message does not help in our case.

This is a terrible thing that makes it harder to capture necessary information.  It is had enough getting everyone filling out all of the fields accurately.  Now remember to go back and plug that organization in!

 "why isn't it on the create screen?"

"Because we chose the wrong tool..." 

This is totally a bug! Please fix

Unbelievable that we can't use available fields. Please, do something about this.

I agree, this is a bug, you edit the screen and it should show but it doesn't, we have created a custom field (Customer Name) as we need notifications to be send out as to work around but this is far from ideal.

I'm completely agree, it's a bug

Similar to JSDSERVER-1211

This should be considered a bug, not a "suggestion". It is both reasonable and expected behaviour that the Organisation field can be set on the Create Screen.

Requesting this be elevated to high priority. Our support operation requires support desk analysts to create hundreds of tickets per month, and it's critical they can attribute them to an organization at creation. Thanks!

I would like the organization field to be accessible from outside service desk as well. It would be nice to be able to tag epics and issues to one organization in development projects as well.

Priority: Low.. lol

Heh really sad that you can't fix it

This seems like a serious flaw for Customer Support teams who are fielding calls - first things first - who am I speaking with and what organization are you with?

Other missing items:

Create a Customer in the process of creating a JSD issue.

Be able to create customers without emailing them! We're not ready to expose the portal to the outside world yet!

TRIAGE IT and promote it! Its not a real service desk until you do!

We are just moving 1 of our 5 support teams to JIRA SD and we are definitely seeing several issues with utilizing Organizations in our workflows.  We need to have this field on the Create screen as discussed here.  Additionally, once a Customer is a part of an Organization, the only time that will populate on the request is when the customer emails us.  It doesn't populate when we manually create a ticket in the project or when creating from the Customer portal.  Please correct.

This is not a low priority issue

I cannot configure notifications via SMS for urgent issues the way I want

Second request to have this issue escalated. This is a high impact issue for service desks where analysts need to log tickets, and require analysts to be able to attribute Organization at call creation. I can see this is impacting more than 30 customers across Cloud and Server, yet, there has been no activity on this ticket since it was logged more than 100 days ago.

We're having to use script runner to set the organization of an issue.  We'd really like to not have to do that.

Yes, we also need this field to be filled upon creation of the ticket. 

I agree with Matthew; my team does similar volume and we cannot use this product until this issue has been fixed, thank you.

Requesting this be elevated to high priority. Our support operation requires support desk analysts to create hundreds of tickets per month, and it's critical they can attribute them to an organization at creation. Thanks!

I am experiencing the same issue in the Cloud version of the service desk.  I am not sure if this ticket was Server specific or not but it is an annoyance among my employees.