How can I automatically Link Customers to an Organization

[Paul Romero]

I'm just starting with JSM to see if we can manage our external customer support ticketing.  We're not using a portal or web based approach so tickets will be created via Halp coming in from email or Slack.  I've set up several test users from outside our domain and linked the with a test Organization.  My expected behavior is when I create a ticket either manually or via Halp from an existing Customer, the Organization field would default to the Organization they are assigned to, but I'm having to assign Customers manually each time.  Is this expected?

[Mark Segall]

Hi @Paul Romero - Take a look at the global setting...

Should new requests automatically be shared with a customer's organization?

This is located at the following location:

INSTANCE.atlassian.net/jira/settings/products/jira-service-management-configuration

[Paul Romero]

Thanks this is working for anything we're testing external now.  Create Ticket still needs a manual association for us.

[Mark Segall]

Hi @Paul Romero - Correct, if you're using the native Create issue function it will not establish organization affiliation because it doesn't create with JSM functionality. You need to add a Service Request Type to the created issue which will convert your "Reporter" to a "Customer" and enable the Organization affiliation.

I recommend that when you're creating a request in Jira that you refrain from the Create function and instead use the "Raise a Request" function within the JSM project. 

Because you can't avoid users clicking that Create button, I typically set up an automation rule that applies the Service Request Type on issue creation when none exists (also ensures that the JSM issues maintain a consistent look and feel for the agents)

[Paul Romero]

@Mark Segall Thanks I'll suggest that to the team for now.  We're not actually using anything in the portal or turning that on for customers so it does introduce another interface for the support agents I hadn't planned on showing them.  It's not ideal but we will make it work.  Paul