When agent logs an issue it doesnt populate the organization field

[Paul Nash]

Hi,

I have created a request form that when the customer completes and submits, it shows up in the agents queue with the Organization field completed. Perfect...

The same request form, for agent view gives them more fields to complete, however the organization field remains on there (although not visible). Upon selecting the customer from the reported by field, i am assuming it should populate "organization" in the same way it does on the customer view.

This doesn't appear to be the case though. Nothing is showing up in "Organizations" in the queue so it now means the agent has to go back into the ticket (view / edit screen) and update Organization. This seems crazy as managing a service desk you generally have more than one organization and its key to automate what you can to stop user error...

Any ideas?

Thanks

Paul 

[Patricia Francezi · Accepted solution]

Hello, 

I found an explanation here 

https://community.atlassian.com/t5/Jira-questions/Add-Organizations-field-in-Create-Issue-Screen/qaq-p/633126

This does not solve the problem, but there is a option in Project Automation to set organizations based on their domain, when issue is created i.e

Jira Service Desk nowadays have 2 differents automation. 

You can see both from Configuration Project Menu 

Project Automation is the new one that has the option. 

Automation is the legacy automation

[Paul Nash]

Thanks Patricia. I hadn't noticed the Project Automation option. This has worked perfectly. Cheers!

[Patricia Francezi]

I recommend you to check more information about this new jira automation, as it has some usage limit between projects (global rules).  

For automation inside the same project, there is no limit. 

Thanks for your feedback.

:)