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Not able to remove a customer from an organization

Context :

We have a customer with its email added to two different organizations, for sake of e.g. we call them OrgA and Org B


What we did, is to remove the email from OrgB, because we do not want this customer to be creating service tickets attached to OrgB.


We then asked that customer to send email to support channel in order to open a test ticket.


Expected behaviour

We expected to see new ticket to be in OrgA only.


Actual behaviour

Ticket got opened in OrgB and customer got automatically added to Org B.


Why is this happening despite us removing the customer from OrgB?


The only workaround we could come to is to delete the entire Org and recreate without that customer in that org - this is not an acceptable way to handle this when there is an option to remove the customer from an org


2 answers

0 votes
Pramodh M Community Leader Jan 03, 2022

Hi @Sushant Pandey 

Are all the users are able to see the ticket or just the one who created the ticket?

The one who created the ticket should be able to see the ticket, even though you have removed customers from an org.

For this to change you need to modify corresponding customer permissions.


Hi @Pramodh M thanks what we are looking to do is that the user should not be added back to the same org from which it was removed.


Yes after they get added back they can see all the tickets in that org

Pramodh M Community Leader Jan 04, 2022

@Sushant Pandey 

Include Security Levels

0 votes
Ivan Lima Community Leader Dec 30, 2021

Hi @Sushant Pandey, this is odd. Organizations don't get assigned automatically by default—unless your global configuration is set to "new requests automatically be shared with a customer's organization," but even though it shouldn't assign to an organization the customer doesn't belong to. I've seen a similar scenario where automation assigned organizations based on the email domain. Have you checked if any automation could be assigning it to the ticket?

Thanks @Ivan Lima yes I checked there is no automation behind this.

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