Sync customer data with Jira

[Wouter Wisselink]

In Jira, and later in Service Desk as well, we need to be able to link a ticket to customer (company) names, where one ticket can link to multiple companies. 

What we need to accomplish, is:

1. To be able to select a customer and see what issues they have open (must have)
2. Based on an issue, see what other customers are experiencing the same issue (must have)
3. Based on how many issues are outstanding with a customer, increase the priority (nice to have). 
4. Have the list with customers fetched/synced with preferably our data warehouse (Redshift), or otherwise Salesforce. 

I can imagine this is a very common question, but couldn't find a good solution.

What is the most stable and reliable way to accomplish this? Is there an existing solution inside Atlassian? An addon? Do we need to custom-build this?

[Lisa Forstberg · Accepted solution]

Hi Wouter!

I would highly recommend you to start looking at the Asset functionality to achieve this. Here you can build up companies, connect company contacts to it and add loads more attributes of your choice. 

If you have assets in jira and your company is also using Salesforce for other purposes, then you can connect your jira assets to saleforce with the app from Pio for example so your customer data can be shared. 

As long as you have a Jira SM premium or enterprice license you can also use assets in your Jira tickets

Best of luck!

/L

[Wouter Wisselink]

Thanks @Lisa Forstberg , good option, although it's a very expensive one for such an essential feature. 

Is it correct that for these solutions we need the "Premium" package? See: https://www.atlassian.com/software/jira/service-management/pricing. 

[Lisa Forstberg]

Hi @Wouter Wisselink 

Oh I thought you were on Premium already? Assets are bundled with Jira SM Premium product. You are actually only required to have the smallest number of agents to get to use the Assets feature for all type of Projects.

But if you want a cheaper solution with standard only, then the Customer list needs to be solved with existing capabilities. The absolute easiest is to create a custom field of type multiselect list with all the customers in it. You can use that to tag your tickets with a customer name and then draw filters and build up dashboards based on that value. 

Perhaps you can update that custom field with values via the API if your customer list  from Redshift/Salesforce. see here for a similar article: https://community.atlassian.com/t5/Jira-Service-Management/Can-we-import-get-data-by-API-list-data-in-field-type-quot/qaq-p/2593862

br

/L

[Jack Brickey]

Hi @Wouter Wisselink , welcome to the community!

most of this is available but ultimately depends on your acceptance of the capabilities against your requirements. Here are my thoughts...

1. In JSM queues you can filter by the columns so if you include Reporter in the list then you will be able to achieve your goal. Additionally, you can create a dashboard and include gadgets, e.g. pie chart, to display the breakdown by Reporter. However, a pie chart might get crowded depending on your scenario.
2. For this requirement the challenge is in identifying similar requests. Typically, this will be done by the Summary field. JSM provides a feature that illustrates similar issues so this might achieve your goals.
3. you could use Automation to achieve this I think. Basically you would trigger on issue created and then use the lookup issues condition to see how many issues are currently open with the reporter. 
4. Unsure what your precise requirements are here so can't really comment. I do suggest searching the Community for similar inquiries.

[Hodan Million]

Hi Wouter,

    I built a plugin for this if you are interested in trying - I built it for a client that was having this painpoint. Would like to demo it for you if interested. Feel free to email me: hodan@securim.ca.

LinkedIn: https://www.linkedin.com/in/hodan-mohamoud-60124395/

Hodan