Auto completing a field in JSD that is fetched from a database to automate

[Will(y) De Vos]

Hi community,

I would like to embed information from our own database into a Jira Service Desk ticket to steer those initiated tickets to specific queues or users or....

Basically, our customers all have an active license of our platform.

For segmenting our customers I would like to set up different queues in JSD based on the information that is coming from our database, based on the information that is available in a certain table, field.

The idea is the following:

1. If a client (this is an organization in JSD based on the domain name) has a specific license then if the customer initiates a ticket, this generated ticket is sent to a specific queue (that I can control based on an automation rule).
2. This information should be ideally visualised in the ticket in a field we define
   
   1. So reporter has this type of license

So...is this possible and how can we set this up?

• How to fetch the data from a specific database?
• How to embed the value in a JSD ticket?
• How to do something with it?
  • Guessing this would be normal filters/automation rules.

Thanks, team for guiding me in the proper direction!

Will

[Juliette Lallement _Elements Apps_]

Hi @Will(y) De Vos 

Interesting use case!
If I understand correctly, you are trying to pull license types from a database, correct?
What database are you pulling this data from?
Does the license information map directly to the logged-in customer?

Elements Connect can easily fetch data from databases and REST APIs and display them in Jira issues.
So in your case, you could configure a select list or a read-only connected item (~custom field) to be added to your JSM portal displaying either a list of licenses available ("select list" connected item) or the license of the logged-in user ("read-only" connected item).

Then, once the ticket has been created with that information, you can set up an automation rule to move it to the relevant queue.

If you need further guidance or information, feel free to book a slot in my calendar.

[LHofman]

Hi @Juliette Lallement _Elements Apps_ , I'm a colleague of Will and can answer you here.

We have an MySQL database hosted on phpmyadmin

We have a table in our database that holds information about who has which active license plan and an email-address of the user. We'd like to link the jira ticket-reporter to the license plan based on that email-address' domain.

[Bill Sheboy]

Hi @Juliette Lallement _Elements Apps_ 

When recommending a marketplace vendor product, please ensure that you disclose your affiliation to that vendor in your post wording. For more information about this, please see:

Atlassian Community online guidelines for Marketplace and Solution Partners

https://community.atlassian.com/t5/Marketplace-Apps-Integrations/Atlassian-Community-online-guidelines-for-Marketplace-and/ba-p/689723

Kind regards,
Bill

[Juliette Lallement _Elements Apps_]

Hi @LHofman 

OK so if the Jira user account matches the e-mail address within the database then you should be able to pull all information about that user and do something with it. Find relevant documentation here.

If you would like to discuss this in greater details, do not hesitate to book a 30-min call in my calendar, it'll certainly be more effective.

Best