Tickets raised do not include the organization

[Gee Udobang]

When a ticket is raised either manually or as part of an email request, the organisation is not included even though the customers have been added to specific organization's

[Mark Segall]

Hi @Gee Udobang - The Organization is set on individual requests based upon what the customer has set for sharing when the request was generated on the portal.  If your customers belong to a single organization, Jira Admins can set the option to make the request default to their organization.  This can be configured here:

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

NOTE - If the customer belongs to multiple organizations the request will always default to not share with anyone.

[Gee Udobang]

Hi Mark,

Thanks a lot for your response, I have noticed that when the customer logs in to the portal, the share with field defaults to No one even though i've set the option to 'Yes' to automatically share email requests with the customer's organization. Requests sent from the portal will also be shared unless the customer selects otherwise.

Also, when I receive a request by email, the organization is not picked up.