How to create an automation rule that automatically shares tickets of a specific request type with an organization

Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.

Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.

*Except Fisheye and Crucible


By default, requests are shared with the organization they are a member of if the reporter only belongs to one organization.

Jira service management email request configuration

However, by default, you are not able to automatically share a ticket of a specific request type with a predetermined Organization by adding the "Organizations" field to a request type since the "Organizations" custom field is not available to select.

Path: Project Settings > Request Types > "Edit fields" of the request type in question > Select "Add a field"

Email request Configuration

Automation for Jira rule to the rescue!


Create an Automation rule that adds a specific organization to a specific request type when it is created.

  • Navigate to Project Settings > Automation > "Create rule"

  • Select "Issue created" as the trigger

automation rule with trigger " issue created "
  • Select "New condition" > "Issue fields condition" > Customer Request Type = <select the desired request type>

Automation rule issue field condition
  • Select "New action" > "Edit issue" > Select the "Organizations" field and select the desired organization the request should be shared with.

Edit Issue component in Automation to update Organizations field
  • Name the automation rule and select "Turn it on"

Note: This solution is not retroactive and will only apply to tickets created after the rule is created.

Updated on May 31, 2024

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