Display customer information from Sage in Issue

[Robin_58964]

We are happily using Jira for bug tracking, sprint planning and so forth. Currently I am evaluating Jira Service Desk. We have a key requirement that I cannot satisfy without help.

If a customer calls a support agent and the issue is created in behalf of the customer our agents are used to see relevant customer information pulled from Sage directly in the issue. The data contains information like how many active licenses (containing a certain level of support) does the customer own.

We have a custom webservice in front of Sage that can be used to pull the information in json.

My plan so far:

1. When an issue is created and the author is set to the customer on the phone the company name is copied to a custom field in the issue.
2. Our webservice needs the sage id but I do not see how organizations can have custom fields. So I need to talk to web development that our webservice can also handle company names.
3. When the company custom field in the issue is filled then another 'field' has to be populated with the data returned from our webservice. I looked into the marketplace app elements connect to do that.

I am stuck at step 1. Can anyone help? Perhaps you see an alternative solution?

I selected Cloud because we will buy licenses in 2021 at the earliest and that means we have to go to the cloud. But I am evaluating Jira Service in a self hosted environment with 10 licenses.

[Julie d_Antin _Elements_]

Hi @Robin_58964 ,

Your use case is interesting, and Elements Connect could be the solution. We'd love to hear more about what you need if you end up choosing to use Jira Cloud.

[Robin_58964]

I am still working on getting elements connect to work with the help of their support. We are using a different kind of oauth than expected by elements connect.

Next thing is the response from our web service. As I could not get to this step I dont know yet if it is possible to format the json response from our web service in a fancy table or something to display in the issue the information in a manner our agents can understand it.

[David Friedrich]

Tricky one...

This is not the solution, but you probably need something in the direction of this app:

https://marketplace.atlassian.com/apps/1220477/azure-ad-attributes-for-jira?hosting=cloud&tab=overview

It shows you attributes of users (could be clients) within your issue.

Unfortunately I didn't find any sage - jira connector wether in the marketplace nor on the sage marketplace (https://www.sage.com/marketplace). Maybe time for a suggestion ;-).

Also please be advised that due to the different architecture solutions developed for on prem (Server) usually do not work in the cloud. However you can use Jira and JSM in the cloud for free (up to 10 users / 3 Agents) and work on a solution there.

[Robin_58964]

I like how the Azure attributes are displayed in a panel in the issue view. Thats exactly how we would like to display the Sage information.