Extending External Customer Identity in Atlassian Cloud with Custom Fields in Jira

[Aditya_miniOrange]

With Jira Service Management (JSM) emerging as a top choice in the IT Service Management (ITSM) space, its adoption is accelerating, growing at over 50% year-on-year, as more organizations leverage it to serve both internal teams and external stakeholders.

Enterprises need richer user profiles in JSM, where key details from the IdP like department, role, or subscription level, are pre-filled when raising tickets, reducing errors and giving admins/JSM agents instant context.

In most enterprises, identity data lives across multiple systems and Identity Providers (IdPs) such as Azure AD / Entra ID, Okta, or Keycloak. The standard Atlassian user profile — containing just Name, Email, and Job Title — often falls short when it comes to powering automation, enforcing access control, or delivering personalized user experiences.

The Challenge: Missing Context in User Profiles

When external users interact with Jira Service Management (JSM) — for example, while raising requests — important details like Department, organization, and other parameters aren’t always available automatically.

Instead, customers are prompted to manually enter these fields every time. This results in:

• Repetitive Data Entry – Users retype information that already exists in your IdP.
• Delays in Workflows – Requests take longer to submit and process.
• Human Error – Typos and inconsistencies creep into your data.
• Limited Context – Admins don’t have the enriched data they need to prioritize and process work effectively.

Extending External Customer Identity in Atlassian Cloud with Custom fields in JSM

The Custom Field Attribute Mapping feature in our SAML/OAuth SSO for JSM Customers app lets Jira admins seamlessly sync and map user attributes from any IdP into Jira custom fields — automatically.

Here’s how it works:

• When a customer logs in via SSO and raises a request, all mapped Jira custom fields are pre-filled with values pulled directly from the IdP.
• No manual typing. No inconsistencies.
• Admins get accurate, enriched request data instantly.

Support for Multiple IdPs and Attribute Fallbacks

Enterprise environments are rarely single-source. If you’re running multiple IdPs (Azure AD, Okta, Keycloak, etc.), you can:

• Configure multiple attribute sources for the same Jira field.
• The system checks them in sequence and uses the first available value.

This flexibility ensures your workflows remain consistent across hybrid identity environments.

Key Features

1. Unlimited Custom Attributes
   Store any business-specific data — from Employee_Type to Security_Clearance with custom fields 
2. Map IDP attributes to Custom Field Names
   Easily link any custom field in Jira to an attribute from your IdP. This ensures values like User Role, Department are automatically populated in tickets, improving accuracy and streamlining request handling.

Key Benefits

• Consistent Data – Eliminate typos and incorrect entries by pulling directly from IdP.
• Enterprise Flexibility – Works across multiple IdPs with fallback attributes.
• Faster Request Submission – Auto-filled fields mean quicker ticket creation and happier users.

Conclusion

The Custom Field Attribute Mapping feature in miniOrange’s JSM SSO app bridges the gap between identity data and ticket profile data. By automatically pre-filling Jira fields with verified IdP attributes, it removes friction, improves accuracy, and enables smarter, faster workflows.

If you’re ready to extend Atlassian user profiles beyond the basics, boost productivity, and support advanced security needs, this is your next step.

✅ Try Custom Profile Attributes today — and unlock the full potential of identity-driven automation in Jira Service Management Cloud.