Expanding Customer Details Section & AAD Integration for Additional Attributes

[Kashif Rahman]

Hello Jira Community,

We are currently utilizing Jira Service Management for internal support within our organization. All our customers are internal users who belong to the same organization. We would like to enhance the Customer Details section to display more relevant information, such as designation/title, department, and reporting manager.

We have a few queries regarding this:

1. Is there a way to customize or expand the Customer Details section to include additional fields that would help our support team get more context on the user?

2. Can Jira Service Management sync additional user attributes from Azure Active Directory (AAD)? Currently, we are syncing basic user details, but we would like to bring in fields like title, department, and reporting manager. If this is possible, what configurations or integrations are required?

3. Are there any third-party apps or workarounds that could help achieve this functionality if native support is limited?

Any guidance, best practices, or recommendations would be greatly appreciated!

Thank you.

[Marc - Devoteam]

Hi @Kashif Rahman 

1. Yes you can add more fields, see KB article; manage-customer-detail-fields 
2. This could be done by using Assets and the free app from the marketplace from Atlassian Labs
   
   https://marketplace.atlassian.com/search?query=entra&hosting=cloud 
   
   you could even make an automation rule to connect a Jira user to the usr object synced from AD in assets
   
   See this KB article as guideline: how-to-update-user-type-attribute-of-an-asset-objects-using-automation 
3. Yes, also see https://marketplace.atlassian.com/search?query=entra&hosting=cloud