Hi @KNicks_8571d0, I’m sorry to hear about these issues. While we don’t have access to account details here in the Forum, I’m happy to share some general insights on divisions.
A division is a selection of teams within a free organization under a single subscription, but it’s not a fully separate environment. Anyone in the same domain can be added to a team within a division if settings allow it, and organization members added to projects within a paid division will also take up a seat, even if they are not a full member of that division.
If your customer has an Enterprise or Enterprise+ division, they can use access management features to control membership, but this isn’t available in lower tiers.
For custom fields, only local (project-level) and global (organization-wide) options exist at the moment. It’s not possible to restrict custom fields to just a division while keeping them global within that division, but there’s already a Product Feedback thread where you can add your vote. Also, custom field names must be unique across an organization to avoid confusion.
To help them sort these issues out, I’d recommend having them reach out to our Support team. Support has access to account details and will be better equipped to advise them based on the details of their plan and setup.
I hope this helps! 