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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?

Accepted answers

Tobias H

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 😊

All comments

Tobias H

Hi Michael!

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

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?

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