Unknown reporter in Service Project

[Kevin Umana]

I have several customers with multiple users each. for most of my customer I have an automation to assign the ticket based on the customer organization. this automation imply that I have to define the organization users previously.

Sometimes I get tickets from unknown users for which I can see only the name but not their email, so I don't know from which customer is this ticket raised and I can assign it to anyone.

How can I find this person email inside the service management portal?

thanks

[Édpo César]

Hi, @Kevin Umana 

Just a question. Could you register the customer within the organization before they open a ticket or is your project open to the public?

[Kevin Umana]

I have all users registered. But it is open, sometimes they just share the link internally and eventually someone I have no records opens a tickets. Here is where I have no way to find out which organization it belongs to.

[Édpo César]

When you said "They just share the link", are you talking about forms? If not, what kind of link is it?

[Kevin Umana]

it is a service desk ticketing system. Basically our customer can raise a tickets from a web.

[Édpo César]

OK! I got it. 

If you don't have a control per domain this will be always a problem for you. 

So, I recommend an automation to associate the organization by the reporter domain.

Check out this topic:
https://community.atlassian.com/t5/Jira-Service-Management/automation-rule-for-setting-the-organization-by-the-reporter/qaq-p/1792081

[Kevin Umana]

thanks a lot