Manage organization detail fields?

Brian Jennings

I recently went through the "Manage project roles and permissions in Jira Service Management" course. It brought up an "Organization" feature. I proceeded to follow the steps to get into Organizations and created a few. I even added a few customers to each.

However, I get to step 3 below and do not have a "Manage detail fields" option in the ellipses (...) See attached screenshot. I've tried to locate the missing link, but haven't found any conclusive answers yet. What am I missing here?

To add detail fields:

1. From your service project, go to Organizations.

2. Select the name of any organization.

3. Select Organization details (...), then select Manage detail fields.

4. Uh what? There's no option for that??

5. 

Brian Jennings

It took more digging, but I finally connected the dots. The help pages are a bit outdated, as things weren't lining up or making sense. Here's what I found.

1. The "Organizations" section already exists in every project, whether or not the "Customer and organization profiles" feature is enabled. An Organizations tab is located in the Directory section of a project, along with "Customers" tab.

2. Enabling the "Customer and organization profiles" feature adds more functionality to the customers & organizations sections that already exist in every project, as mentioned here. One of those is an organization specific profile page that contains detailed information fields that you add manually.

3. In order to add Organizations to a project, however, they first need to be established in Settings (Gear icon) > Products > JSM > Organizations

4. If the feature is turned off, you can still go to the Organization tab and add organizations to your project, but they'll have less functionality and no profile page as mentioned in #2 above.

This was the missing link. I enabled the "Customer and organization profiles" feature in another one of our projects and when I did, the notice popped up in the bottom left saying it was available with a link to open the Customers tab of the Directory. That is when I then saw the Organization tab and it started making sense. Unfortunately, the original help pages that I was reviewing left me puzzled. Now I just need to review what all the benefits are in having the "Customer and organization profiles" feature enabled to see if it is worth building out the Organizations & even customer profiles more.

Hope this makes sense and helps others that were having trouble with this feature.