Display reporter department information on the issue screen

[VVC]

Our Jira Data Center is integrated with Microsoft Active Directory using LDAP. We are looking to display the reporter's department information on the issue view screen in Jira Service Management project for a specific issue type.

My preference is ScriptRunner, but it appears the prerequisite is to add a new connection pool inside ScriptRunner Resource by entering the bind account credentials. Is there any other alternative to achieve this?

[Matteo Vecchiato · Accepted solution]

Hi @VVC ,

Thank you for your question.

In my opinion the best way is to import the list of users in Assets, and then when the ticket is created, lookup the user from Assets and map a field.

It requires an advanced configuration in Asset fields, but I did it in the past.

As a first step, to download user from LDAP in asset, you can follow these instructions: https://confluence.atlassian.com/servicemanagementserver/ldap-import-1044784485.html 

Regards 

[VVC]

Hi @Matteo Vecchiato Currently, we do not use assets for our Jira service management requests. Does the import of users in Assets through LDAP, displays all the related LDAP attributes by default?

[VVC]

We do not have an Interactive Voice Response (IVR) system integration with Jira Service Management (JSM) Data Center to display caller information, which requires a Computer Telephony Integration (CTI) solution.

I might like the approach of importing the list of users in Assets provided it imports all the related LDAP attributes information, and if access is enabled for the Service Desk team, they may be able to look up the caller information as soon as the reporter calls, followed by creating a service desk ticket. 

[Matteo Vecchiato]

Hi @VVC ,

Not by default, it is required to map the ldap attribute with the Asset object type attribute. The import tool offers automatically the field read from Ldap and you simply map them to attribute that have previously created in Asset.

[VVC]

I will propose this internally and proceed accordingly.