How To define time limitation to customers access support?

[Jasmina Dževlan]

For example  if customer has paid 1 year of support. How can put restrictions that he can only contact agent for this specific one year ?

Best regards,

[Earl McCutcheon]

Hello @Jasmina Dževlan ,

Natively in Jira Service desk Automation rules can help you with the messaging response once a account is identified but, the support eligibility for a localized contract process on your customer list would be something that you would have to track, identify, and manage independently from the base Jira applications capabilities, and you would need a way to pass the data into a field within Jira but manage the account details separate from Jira.

There are not any native options in Jira Service desk for managing the customer account license details, however there are some third party tools you could look into to help in the process.

First you could look into a external data connector tool such as "External Data for Jira Fields" which has a cloud version of the application that could be used to link account details to an field in the jira instance based on an external customer list stored in a local database.  Once the field is populated with the accounts support eligibility data,  You could use a "Automation Rule" with a "When, if, and then statement" to send a notification to a customer that their maintenance agreement has expired contingent on the value in the field from the external data set.

Other tool's that might fit your needs here would be any of the CRM apps avaliable in the marketplace compatible with Jira Service Desk cloud, I would recomend checking out the following list that I narrowed down for your criteria:

• https://marketplace.atlassian.com/search?hosting=cloud&product=jira-service-desk&query=CRM

Regards,
Earl

[Thomas Opiolka - codefortynine]

Hi,

thanks @Earl McCutcheon for mentioning “External Data for Jira Fields”.

@Jasmina Dževlan : Is your question related cloud or server? External Data is only available for cloud currently.

If cloud is the environment you are looking for you could easily pull the data for the decision from your data source into a native Jira custom field.

If you have further questions or feedback on our app don’t hesitate to get in touch with us at support@codefortynine.com.

We’re always happy to help.

Best,

Thomas