Second Organization not visible on JSM Portal

[Erica Robinson]

I've been working on a jira cloud to jira cloud migration for the last week. This morning I finished migrating some of the projects into a single, JSM accessible project. I thought I had everything configured properly to allow the tickets to be accessible in JSM; however the new Organization created isn't showing up in the portal view nor are any of the work items.

Things I've confirmed:

• There is a value in the Organizations field on the work items
• All work items have an associated Request Type
• All work items - if in "statusCategory = done" - have a resolution
• All individuals that have access to JSM have access to this new Project
• Customer sharing is set to "Customers can search for other customers within their organizations"
• Channel access is open
• Service Project Customer - Portal Access is granted Browse Project permissions
• "Customer and organization profiles" is toggled on under Features

I'm not sure what I'm missing, but I'm sure it's something simple. The other Organization - called "Legacy" - just will not show up under this list no matter what I try.

[Erica Robinson · Accepted solution]

This issue has been resolved. Individuals had to be manually added to the org (despite showing up under the org) and I needed to update the email domains tied to the new org so new users would be auto-provisioned.

[Erica Robinson]

I just did some more digging and I'm still confused as to the "Customers" section. If I look direct on the Project > Directory > Customers, I have a full list of customers that matches my other project. But if I go to Systems > Products > Jira Service Management > Organizations, the new project doesn't have any at all. I'm not understanding why there's a disconnect between the two.

Project view:

System view: