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Allow customer to choose Organization via the portal.

We have a project setup that has multiple organizations and there are a few customers that are members of more than one organization due the the ownership of those organizations.

Currently when a customer that is a member of more than one organization creates an issue via the customer portal the organization field is not populated in the issue unlike when a cutomer of a signle organization creates an issue and it does.

First question, Is there a way to show the organization field on the customer portal when the customer is creating an issue?

Second question. Can the organization feild be filtered to only show the organizations the customer belongs to.

Thanks for any suggestions.

1 answer

0 votes
Brant Schroeder Community Leader Dec 01, 2022

@Kenneth Keeley What you are explaining should be the default behavior of your JSM project if you have organizations created and added to the customers section of the project and the request types have organization added to them.  If you are not seeing organization as a field on a request it means you are not in an organization.  You can raise a request on behalf of a user to see the organization field.  

@Brant Schroeder Thanks for the reply. It is not me that has the issue per say as I'm the Project Admin, my team of agents and myself can all see the Organization field when we are working on issues, the problem is that when a customer that is a member of more than one Organization creates a new issue the field is not populated, and they do not get the option to choose the organization when creating the issue. I have not found a way to add the Organizations field to the request form.

Brant Schroeder Community Leader Dec 01, 2022

@Kenneth Keeley Are you using a team managed or company managed project?

@Brant Schroeder This is a Service Management project, not sure if that is what you are referring to.

Brant Schroeder Community Leader Dec 07, 2022

@Kenneth Keeley Jira Service Management projects are one of two types team managed or company managed.  When you are in the project you can see what the type is in the lower left hand corner of the project.  

@Brant Schroeder Sorry, I had not noticed that before, it's a company-managed project.

Brant Schroeder Community Leader Dec 17, 2022

@Kenneth Keeley sorry for the delay I did not notice your response in my email.  Is the individual who is submitting the request in an organization?

@Brant Schroeder When they are only in one organization everything works fine, it is when they are a member of more than one organization that they field is not populated.

Brant Schroeder Community Leader Jan 03, 2023

@Kenneth Keeley I have not been able to recreate the issue.  I would suggest submitting a support issue to Atlassian - https://support.atlassian.com/contact/ 

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