How to show the organization name on the ticket in JSM

[Vladimir Bershtein]

I have configured the customers and their respective organizations.

When emails received they are being correctly assigned to the right organization.

But, the built-in organization field remains blank, so I can't add it in queues to be able to see easily which organizations have open tickets in the queue.

[Tuncay Senturk _Snapbytes_ · Accepted solution]

Hi @Vladimir Bershtein 

Welcome to the Community!

As far as I know, JSM links the request to the organization internally, which allows users in the same organization to see the ticket in the portal if “share with organization” is enabled. However, this does not populate the “Organizations” custom field.

So, I'd recommend creating an Automation rule that copies the organization (from the customer) into the Organizations field.

When Issue created, if the Customer request type is not empty, edit issue fields and select field "Organizations". Set the value to {{issue.reporter.organizations.first.name}} which will give the reporter's organization's name.

I hope this helps

[Vladimir Bershtein]

Thanks,

I created the automation. Although the specific value you mentioned for some reason didn't work for me.

But, there is a built-in option:

This seems to resolve the problem.

[Tuncay Senturk _Snapbytes_]

Perfect! That's an even better solution.