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What's the difference between Department and Organization?

Cathy March 6, 2024


I am learning the best way to set up our new JSM.  I understand that 'Organizations' are configured in JSM to group together customers, in our internal use case this would be requesters who work in the same team.  Please can someone advise therefore how 'Departments' should be set up?

Much appreciated,


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Robert Wen_ReleaseTEAM_
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March 6, 2024

Hi @Cathy 

If I understand your question, if you map teams as Organizations in JSM, is there a way to collect Organizations into "team of teams" or departments?

Normally you can't group Organizations to higher level entities.  One approach I am thinking of is a custom field (Department) that is set by automation depending what value is in Organization.  Admittedly, this is a bit of a kludge.


Cathy March 6, 2024

Thanks, I can see the value of a Department being a wider collections of related Organisations, for example we may want to group together within a Department  'Growth' & 'Marketing', though they are individual Organisations of requesters (customers).

How would I set up the automation to populate the Department custom fields based on 'Reporter' Organisation please? 

Many thanks :)

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