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Organization Field Behavior in Customer Service Management Project

Testing

Hi Team,

I have created one project using Customer Service template in Jira.

created Organization and added customer within that organization now As in JIRA Service management if any customer raise request on that related organization details automatically get updated in work item.

Same feature I want to be work in Customer Service Project.

Now My question is whether CSM template provide same feature? If yes then how it will work as its not working for me currently.
If not can I do it via automation? I tried but not able to edit organization field.

Please suggest.

Accepted answers

All comments

John Funk

Hi Testing,

Take a look at this thread from yesterday: https://community.atlassian.com/forums/Jira-Service-Management/jsm-project-organization-fields-are-getting-populated/qaq-p/3278695

It's not available.

Arkadiusz Wroblewski

Hello @Testing

Basically, its Supported but CSM have still a lot of Limitations [CSM-163] CSM organization field not available in Jira Automation "Edit issue" action - Create and track feature requests for Atlassian products.

I recommend voting on this Issue.

Best,

Arek🤠

Arkadiusz Wroblewski

PS: People Treating CSM like aka JSM 2 but they not, and Capabilities still differ.

Tomislav Tobijas

Hi @Testing ,

If you navigate to Customer experience > Customer access > Access, how is this configured? Have you given access only to customers from orgs that have been added or anyone? Also, have you added these organization(s) to the list?

Basically, how this should work (and there's an additional setting in the "Sharing" tab) is that the system would automatically tie the user to their organization. And this should be out of the box.

Note that I have mainly tried having customer in a single organization that I've added to the experience itself. So I'm not sure which Org would be picked if customer is member of multiple. 👀

Also, CSM uses "Organization", which is more like a 'context field' while in JSM you have "Organizations" which is more focused towards sharing/notifying different orgs. These can look the same but in backend I believe they work a bit different.

Cheers,
Tobi

Testing

Yes, I have project created using JSM and its native feature in JSM, if customer create request its automatically updating organization field under customer details section.

using automation addtional field section how we can update organization ?

Testing

Screenshot 2026-08-21 195402.png

Testing

Screenshot 2026-08-21 195402.png

Testing

Added one testing Organization and only 2 customer part of this organization.

Now using customer account when I am raising request its not automatically updating organization field.

John Funk

Try using Rovo Studio to auto build an Automation rule for you.

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