jsm project organization fields are getting populated

[Gurinder Summan]

In one of jsm project organization fields are getting populated on the basis of reporter email address.

Same organization field not working for other jsm project.

There is no.project automation, form present.

[Gurinder Summan]

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[Gurinder Summan]

[Gurinder Summan]

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[John Funk]

Hi Gurinder,

Can you provide some more details? What exactly is happening and what should it be doing? 

[Gurinder Summan]

In one of my JSM projects, whenever a customer creates a Jira issue, the Organization field is automatically populated with the reporter’s organization.

I checked the project configuration and could not find any automation or form that is responsible for populating the Organization field based on the reporter/requestor’s email address.

My understanding is that JSM may be automatically identifying the organization based on the customer-to-organization membership—i.e., if a customer belongs to an organization, JSM automatically updates the Organization field with that organization.

However, I am now working with another JSM project where I am using the same Organization field, but this behavior is not occurring. The Organization field remains blank even though the reporter/customer belongs to an organization.

Why does this work automatically in one JSM project but not in the other? Is there any project-level or global configuration that controls this native behavior?

[John Funk]

Gotcha. It might be that the Organization has not actually been added to the second project. Go to Space Settings > Customers >Add organization

[Gurinder Summan]

In one of my JSM projects, whenever a customer creates a Jira issue, the Organization field is automatically populated with the reporter’s organization.

I checked the project configuration and could not find any automation, form, or other project-level automation responsible for populating the Organization field based on the reporter/requestor’s email address.

My understanding is that JSM may be automatically identifying the organization based on the customer-to-organization membership—i.e., if a customer belongs to an organization, JSM automatically updates the Organization field with that organization.

However, I noticed a difference between my two projects:

• Project 1: Created using the Service Management template — the Organization field is automatically populated based on the reporter/customer.
• Project 2: Created using the Customer Service Management (CSM) template — the Organization field does not automatically populate, even when the reporter/customer belongs to an organization.

Both projects use the Organization field, and there is no automation or form configured to perform this mapping.

Why does this native behavior work in a Service Management project but not in a Customer Service Management project? Is there any CSM-specific configuration, limitation, or setting that controls automatic organization assignment based on the reporter/customer?

[John Funk]

It's not the field, it's the value of the Organization itself. And sorry, but I told you wrong as they have changed the interface. Go to the project/space, then click on the Customers link in the left menu. Then click on the Organizations tab. Do this for the project that are not showing in. Does the Organization appear in the list on that page? 

[Gurinder Summan]

Can you please let me know where I need to click now. I am under customer> Organization tab

[John Funk]

Did you follow the path I suggested? Go to the second project where it is not showing up. Then click on Customers on the left. Is the screen print you are showing only for one project? And is it the second project? And is the organization showing there? 

[Gurinder Summan]

For my instance Customer present in left menu, its not present inside any project.

[John Funk]

Please read what I posted: It's not the field, it's the value of the Organization itself. And sorry, but I told you wrong as they have changed the interface. Go to the project/space, then click on the Customers link in the left menu. Then click on the Organizations tab. Do this for the project that are not showing in. 

[John Funk]

Expand the project menu on the left side for the project it is not showing on. 

[Gurinder Summan]

I added organization under my customer project but still not working for me

[John Funk]

What type of project is this? Team-managed? Or Company-managed?

[Gurinder Summan]

Company managed

[John Funk]

What were the EXACT steps you took to get to the screenshot above? And which organization does the user belong to? And is that user a Customer on the project? 

[Gurinder Summan]

Since the Customer option is not available in my CSM project, and I am using the Customer Service Management template, I used the available Customer Experience option instead. I added a few organizations under the project and tested the configuration, but the expected functionality is still not working.

[Gurinder Summan]

[John Funk]

Oh, I am sorry - I missed it earlier where you said the second project is a CSM project. No, Organizations do no auto-populate in CSM projects because they don't use that concept. It is more of a single customer submitting a request. 

[Gurinder Summan]

ok how do i configure that . Can you give me a step-y-step direction?