Issue Summary:

After the rollout of the field sharing and merging change in JSM, the setting "Should new requests automatically be shared with a customer's organization?" appears to be ignored. Customers with this setting enabled no longer see the organization automatically set in the [Shared with] field for new requests.

Steps to Reproduce:

In JSM project settings, set "Should new requests automatically be shared with a customer's organization?" to "Yes, automatically share email requests with the customer's organization. Requests sent from the portal will also be shared unless the customer selects otherwise."

Ensure the field sharing and merging change has been rolled out to the instance.

Submit a new request via email or portal as a customer who belongs to an organization.

Observe the [Shared with] field in the created request.

Expected Results:

The [Shared with] field should automatically display the customer’s organization, as per the JSM configuration.

Actual Results:

The [Shared with] field does not display the customer’s organization automatically. The organization is not set, despite the configuration.

Workaround:

Currently, there is no known workaround. The organization must be manually set for each request.