How do I get Organizations to auto-fill when creating a ticket.

[James Tucker]

We recently set up organizations and added customers to those organizations for better reporting purposes. The problem I am running into is trying to figure out how to get organizations to auto fill when I create a ticket or one my agents creates a ticket on behalf of one of the customers. When a customer that has been added to an organization creates a ticket it is auto filled. When I go to create a ticket for a customer it auto has my name in the "Raise this request on behalf of*" field and I can see that at the bottom it would share with the organization but once I remove my name and add the customer in that field it removes the share with organization field and once I create the ticket the organization field is empty. How do I get this field to auto populate based on the organization the customer belongs to?

[Jack Brickey]

Hi @James Tucker , welcome to the community!

You can use automation to add the organization based on the customers email domain. Here's one previous post that discusses this - automation-rule-for-setting-the-organization-by-the-reporter . The one thing you would have to be cognizant of here is that if you use created as the trigger and the agent creates it then that won't work. You need to also consider if the reporter changes and use that as the trigger I think. Hopefully by domain is suitable to your needs. Let me know if this helps or if you want to go in a different direction.

[James Tucker]

Hey Jack! Thanks for the quick response. Domain field won't work because all my customers will have the same domain. Work for government so all have the same domain field. I am trying to use a post function but it doesn't appear to be a way for it grab what organization that customer is assigned to unless I use a script and I am not savvy enough to create a script for that. 

[James Tucker]

Okay so doing so more testing. I think it is auto populating but I was only testing people that are also users inside Jira for my team. For someone reason people that are also agents are not auto populating their organizations but when I created a ticket for someone belonging to another organization just now the organization did auto populate. So I believe this will work as needed. I guess there is a problem with my agents also being customers or something so their organization is not auto-populating when I create a ticket on their behalf. But for my purposes that is fine. Thank you again Jack for the quick response.