Organizations are not filled automatically in Issues

[Jule Helder]

Hi there,

I grouped my customers into organizations in my service project. When a customer opens an issues, the organziation field is not filled in the issue. 

Why? Shouldn't that happen automatically?

I have created an automation based on the organization field, but if the field is not populated by default, the automation doenst work.

Best regards,

Jule

[Jule Helder]

Hi @Vedant Kulkarni and @Dave Mathijs ,

thanks, it was on "yes": Now I found out, that as long as the customer does open the request via the portal him/herself, it automatically populates the organisation but if an agent opens a ticket "on behalf" of the customer, it does not automatically poulate the field, is there another set up to do?

Best regards,

Jule

[Vedant Kulkarni]

Hi @Jule Helder ,

You will have to verify the JSM configurations from the System  and Customer added to the appropriate Organization

System-> Products -> Configuration(under JSM). 

If it is selected as 'Yes' then the Share With field will be selected automatically based on Organization in which the Customer is added

If it is selected as 'No' then by default the Share With field will get set to No One

[Dave Mathijs]

HI @Jule Helder are these customers member of one organisation only, or multiple organisations?

[Jule Helder]

Hi @Dave Mathijs, one customer ist part of one organisation only

[Dave Mathijs]

What is the default setting of request sharing in the request form? Is it set to private or shared with the organisation?

[Jule Helder]

Hi @Dave Mathijs , where can I find this default setting?