Wrong assignment of customer to organization

[ITM]

We are facing a strange behavior when new transactions are created. Users of our internal domain are auto assigned to the first organization created in this project.

However we have re-assigned them to another (correct) organization, every new transaction from one of these email addresses are linked to this first (wrong) orga.

Is there a possibility to change this wrong auto-mapping ?

Thanks!

martin

[Christian Beaulieu · Accepted solution]

Hey Martin! Hope you are well :) 

I am Christian with the JSM Support Team and can see you are experiencing some odd behavior where Customers are added to the wrong Organization. 

So this behavior can be due to a couple of things:

• An Automation Rule or Workflow Post Function that is making this change. Do you see any automation rule actions in the Issue History of the Jira ticket(s)?
• You are using the great new Customer Context capability that is available in Project Setting > Features on the Service Project. There you can set the Customer Org based on their email domain, so that also might be why this is happening
  • Community Post on this feature: https://community.atlassian.com/t5/Jira-Service-Management-articles/Introducing-rich-customer-context-in-Jira-Service-Management/ba-p/2362211
  • Atlassian Documentation for this new feature: https://support.atlassian.com/jira-service-management-cloud/docs/manage-your-customers-and-organizations/

I hope this helps! 

All the best,

Christian