Customer and organization profiles is missing on the Features page on Service Management project

Kieran Fisher October 25, 2024

In the documentation for managing organization detail fields, the first step is to turn on Customer and organisation profiles from the project settings/features page. Our features page only includes Board, Calendar, Alerts, On-call & Feature Lab.

We would like to add some extra fields for internal organisation ID and parent/tenant ID, but this isn't possible without customer and organisation profiles. Currently we can only edit the organisation name and manage email domains via the Customers page. We have 72 customers in the project currently.

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Valerie Knapp
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 27, 2024

Hi @Kieran Fisher , welcome to the Atlassian Community and thanks for your question.

What is it that you are trying to achieve please?

You want to show an overview of the users in a Jira Service Management project? You might be able to get something like this in Confluence.

Please can you explain or try to show an anonymised version of what you want / need?

Cheers

Kieran Fisher October 27, 2024

Hi Valerie, thanks for the response. I'm looking to add extra fields to certain organizations (internal ID, Tenant ID, first point of contact etc).

Based on the docs, this should first enable Customer and organization profiles in features. At the moment, when I edit the customer or organization, I am only able to edit the name.

Kieran Fisher October 28, 2024

These are the only features available in my list, I would expect to see "Customer and Organization profiles" in this, or at least something similarScreenshot 2024-10-28 095808.jpg

Kieran Fisher October 28, 2024

These are some of the features I'd expect to see (screen grabbed from a youtube video), but for some reason we're only seeing operations and views. 

expected.png

Kieran Fisher October 28, 2024

I think I have found the cause. The project we're using is team-managed but the project from the video is a company-managed. It seems that team-managed has essential features only while company-managed has advanced features. @Valerie Knapp can you confirm this for me?

Valerie Knapp
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 30, 2024

Hi @Kieran Fisher , yes, company managed projects have some features and functions that are not available in team managed projects. Here is the documentation, although it doesn't go into detail for each product, like JSM in this case - https://support.atlassian.com/jira-work-management/docs/what-are-team-managed-and-company-managed-projects/ 

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