When we create a new customer it isn’t automatically creating a organization in service desk. Is anyone else having this issue?
I have found that I have had to create specific staff members for the customers, then I create a MSI from the dedicated staff member just for that customer to deploy. Then, when I run monitoring scripts that create alerts in the help desk, the dedicated staff member is the key to automatically assigning tickets to the right customers.
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I found the same… You need to have the contact in service desk as a user in ITMS and then assign ownership of the device to that user.
They have a user role, which is what I have been using.