how to avoid to set my organization as partecipant when the issue is create by a memeber of my team

[Ivan Ferro]

hello,

using Atomation for jira ( server version) I configured a rule to add the organization based on email domain. The rule is configured like this ( assuming my domain is for example pippo.com)

WHEN issue is created 
IF reporter.domain != pippo THEN
 EDIT issue organization field = reporter.domain
END_IF

 here you can find also the screen shot.

Well, if I try to generate a ticket by sending an email es ivan@pippo.com to my jira the rule fails and will add pippo as organization ( every body will get notify... it is a disaster) and I do not understand why. any help will be appreciate

[Andy Heinzer]

Hi @Ivan Ferro 

If I understand the problem now, it's that incoming email requests are automatically being shared with that users organization.  This is a global setting for Service Desk that you can adjust.  You can do this in server by going to the Cog icon -> Applications -> Jira Service Desk Configuration.

On that page there is a section called Organization management.  You would need to select the No option for this 2nd default setting.  This would prevent these requests from automatically being shared with their org.

In turn that will prevent new requests from automatically being shared with their organization.  Please note that this setting applies to all the Service Desk projects on this system. Does that help?

Andy

[Ivan Ferro]

Hi Andy,

actualy I see that organization is created automatically, it means that my organization is always added and I must avoid it. please help!

many thanks

Ivan

[Andy Heinzer]

Hi Ivan,

I see that you are using Automation for Jira Server and seem to be getting an unexpected result for this automation rule when adding an organization.  I think I understand how you want this to work.  However I have some questions about some of the details here.

For example, you mentioned that you expect no one in your domain would be able to trigger the action on this rule.  However from the way the rule is setup, we technically are not looking specifically at user account domains. The automation cannot look specifically at the domain for this check. Instead that rule can be setup either to look at group membership OR organization membership, both of those are managed within Jira.  From looking at your rule, I can't tell which one specifically you are using here (group or organization).

But it's that detail we should look at more closely.  I suspect that either your account in Jira is not a member of that group/organziation OR if Jira's user account has even a slightly altered email address from the one seen by Jira's mail handler, it too could also cause this behavior.

Say for example Jira thinks your user account's email address is user123@example.com, perhaps this is the email address value on your profile of your Jira account when you login to Jira.

But when you send the message to Jira it shows your from email address as user123@abc.example.com then technically Jira could see this as a different user account than what you think it might be.  In this case and possibly others, it could still add the organization domain that matches here.

Jira Cloud has users login to Jira with there email address, but Jira Server does not have this requirement.  So it's not clear on the surface when you login to Jira server what email address Jira thinks belongs to your account.  I'd recommend checking your user profile in Jira (Click your avatar -> Profile) in order to see what email address your account has in Jira.  And then try to compare that against the exact email address shown in the Jira Service Desk issue/request.  If these two don't match exactly, then perhaps the rule is working as designed and your account might need to be adjusted here.

I'd be interested to learn more here to try to understand this problem better. 

Please let me know.

Regards,

Andy

[Ivan Ferro]

Hi Andy,

after investigate a bit I found that the causes of the problem is not the rule posted above, in fact my domain is skipped buy the rule ( Reported is not in MyOrganization ).

The issue is caused by the default Jira behavior. If an user ( is not important if it is an agent or a customer -> in my Organization pippo.com I have both) is part of a group, then this group is added by default.

For the moment I moved all the people of myorganization OUT of the group as workaround but in my opinion a feature to EXCLUDE this behaviour for some group ( it can be an option/characteristic) to be automatically added into Organizations field.

the workaround is necessary because if you open an issue using the portal you have the possibility to choose private issue - share with Organization while if you generate the issue via e-mail this is always share with the organization.

thank

Ivan