Populating Organization value on tickets created internally by agents

[Aman]

Hi All,

We are using Jira Cloud.

As you all may know, when an agent creates a ticket internally in JSM, the organization value is not automatically populated on the ticket even though the information is there in the system.

I cannot work out a way via automation to achieve this, and it is very important for us.

Any workarounds/solutions to achieve this?

Regards,

Aman

[Alex Koxaras _Relational_]

Hi @Aman 

Can you please add more details to your problem? I mean usually when a customer, who belongs to an organization, creates a ticket, then the Organization field is populated.

How does your agent creates a ticket? Is he/she using the "raise on behalf" field to choose the right customer? The correct way if for the agent to use the portal and create a ticket:

[Alex Koxaras _Relational_]

@Aman concerning your last reply about creating the issues with the internal create button, and not with the proper way, I would then suggest for you to write a script with scriptrunner or any other app that supports groovy/callREST() and possibly to achieve this. Another way would be to create XX number of IF/THEN/ELSE on Jira automation and populate that field from there.

However, from me you are trying to re-invent the wheel when Atlassian has already done this for you. 

[Alex Koxaras _Relational_]

@Aman here's another solution for you

https://confluence.atlassian.com/jirakb/how-to-add-jira-service-management-customers-automatically-to-organisation-based-on-reporter-email-domain-1142450886.html

This will work if your customers have the same name domain as their organization.

When using this automation rule as a workaround, please keep in mind that it doesn't allow domains combination (e.g. .com and .com.au). The organization name must match the name of the email domain.

[Aman]

@Alex Koxaras _Relational_ thanks, I do not believe that there is one proper way to create tickets, and the method of agents creating tickets via portal isn't a full proof way as many request types are internal and hidden from the portal, they can only be created internally from the create button.

Thanks for the scripting suggestion, I am looking into it.

The domain based workaround would unfortunately not work for us, as most, if not all customers, are from the same domain, organization is more of a region/geography based parameter here. Thanks again for the suggestion.

[Alex Koxaras _Relational_]

@Aman if the request types are hidden, then customers should be able to raise them, meaning there isn't a need to place an organization there.

I understand what you mean about having other methods to create issue, but I still believe that the proper way to raise a request is via the portal.

Be well!

[Aman]

Hi Alex,

Thanks for you reply.

The agent uses this "Create" button 

and the form that follows:

Although the way you suggested for creating tickets by agents on behalf of others is correct as well, our team members have reported that they find creating tickets internally from their issue view screen much easier and quicker, however, with this method, the organization field is not auto populated based on the reporter (even though the reporter is mapped to a certain organization), and the only option is add the organization by searching for a particular organization manually.

I am looking for a way to automate this, since the information is already in the system, and tickets generated via the portal or email already auto-populate the organization.