How do I add Atlas CRM as a required field on Service desk tickets?

[Christopher Tucker]

I'm sorry if this is a stupid question, but I'm trying to figure how to add the Atlas CRM as a required field in my Service Desk tickets. I've tried looking at the custom fields.. 
What am I missing?

Thank you!!

[Tessa Tuteleers · Accepted solution]

Hi @Christopher Tucker , 

Sadly, you can't reach the CRM data field from the Customer portal, as it is not a jira / custom field. 

To be able to do this, you would need to make a separate custom field with al your values (or only the ones you need in the service desk), and feed that to the CRM app after creation using the JSD automation. 
The vendor has explained this here.

Sadly, if you have a lot of values in the Atlas CRM, this seems pretty hard to maintain.. 
Perhaps you could look at another app for your CRM. Insight does have great Portal support, if you're not too far along the path with atlas CRM.

Let me know if you have any more questions about this! 

Tessa

[Christopher Tucker]

Thank you for your reply Tessa, it is most helpful. I shall endeavor to find a different solution.