Organizations are not filled automatically in Issues

Question

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 · Answer

Hi @Vedant Kulkarni_Trundl 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_Trundl · Answer

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

Jule Helder · Answer

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