Displaying customer Azure AD attributes in JSM issues

[Maria I. Ivanova]

I'm looking for a way to display Azure AD attributes in JSM tickets that doesn't require an add-on. 

When we provision our users (internal customers) from Azure AD, there is quite a lot of information about each customer that gets synched but is effectively unusable in JSM. I believe that there is also a feature request to add even more fields to be synched over, such as 'Manager' - https://jira.atlassian.com/browse/ACCESS-822.

What would be a way to make this information appear in the ticket when a customer raises a ticket from the customer portal?

If we enable the Customer and Organization Profiles feature, the details have to be re-uploaded via CSV file, so that defeats the purpose of synching them over. Setting up an API also seems rather complex.

Is this possibly a feature on the roadmap for JSM? I've seen some people work around this issue by creating customers as assets, but we are on a Standard plan and this feature seems rather essential.

Also, if there is already an answer to this question that I'm not aware of, thank you in advance for pointing me in the right direction!

[Anusha A]

Hi Maria, 

Appreciate your efforts in trying out several options before hitting the community. 

Although I wish I had something to provide you with, at the moment it is not possible to get user properties from IdP to use on Automation or other ways on standard plan. We do have feature requests suggesting improvements for that and a few are already under consideration:

• More Automation Smart Values for user fields - smart values for managed accounts, groups, "Domain of Reporter" field
• Support more synced attributes for SCIM User Provisioning
  We are currently working on this initiative, we will have a progressive rollout of additional attributes, see the Current Status section on this ticket for the most recent timelines. Please check out all the pinned comments by our developers on this for more details. 
• Push Other Attributes from an IDP to Atlassian Cloud Managed Profiles
• Allow third party team data to be used with service desk projects.

We encourage you to watch and vote for that request to increase its visibility to our Product team. You can find more information on our implementation policy at Implementation of New Features Policy.

I found some add-ons that may be helpful:

• Azure AD Attributes Sync for Jira
• Sync - External Data & Attributes (OKTA, Azure AD, Onelogin)
• Access & Security Automation for Jira – Okta & Azure AD SSO

Hope this gives further clarity to your situation. 

Regards,
Anusha A