Org field is not populating

[James Luxmore]

I have added customers into Organisations, however, the Organistations field does not auto populate with this information when a ticket is created.

Am I missing something? Should this auto filled based on the customer info or do I need to set something up?

[Tobias H · Accepted solution]

Hi Michael!

Would you be able to expand a bit on what you wish to accomplish?

The field won't auto-populate by itself, just because there are customers/info added to the field.
Something needs to tell the field to add value, either by letting the user select it themselves from the request form or by using automation to update the field based on special criteria.

If you could give an example of how you wish for it to behave, that would make it easier to solve 😊

[James Luxmore]

Hi Tobias,

In the screenshot below, the reporter Michael Mohan, is in Organisation called DCS, I would like that to auto populate in the Organizations field on this screen when a ticket is raised:

Hope this makes more sense?

Do I need to set up automation for every organisation then? What is the quickest, cleanest way to automate this?

Many thanks,

Michael

[Tobias H]

Are the user(s) emails tied to their organization?

Because the options that exists in Automation for editing the field Organization are:

I'm not sure if there is any other way to resolve this, as I haven't worked with multiple organizations (and thus never needed to use the field).

[James Luxmore]

Yes, so every customer has been added using their email address. For example, the reporter I showed of Michael Mohan has an email address of michael.mohan@companynameA.com and is added to an organization of Company Name A.

So I'm not sure if the Use reporter's email domain would work in the way I want it?

[Tobias H]

I've done some testing, and it seems like after you have created an organization, you must make sure that all users are added to that organization as well, otherwise it won't be able connect their email with the Org. (See this article: Add a customer to an organization)

For the user, when creating a new request or reporting an incident, they will get an additional field automatically.

"Share with" and the drop down option to either share it with the entire Org or No one.

Whenever an issue is added to Organization, all members added to the Org will receive a notification. (As stated in this support article: Add an organization to a service project)

When an organization is added to a request, that request will be shared with all the organization’s members.

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Other than that, the automation works fine:

[James Luxmore]

Thanks that all makes sense, I think I was close with what I was trying. Does the Org have to be an exact match to the reporters email domain?

For example, if I called the Org - Org A but the email domain was orgahotel.co.uk I guess that wouldn't work?

[Tobias H]

My guess is that you can name the Org to whatever you want, as you will populate them with user emails and those emails will tie the Customer to the Org when they create their tickets :)