Is there an API to manage customer details in Jira Service Management?

[Daniel Boydston]

We have an external CRM which contains all our customer information.  I would like to integrate our CRM with Jira Service Management so that we can assign Jira issues to our existing customers, being able to view a limited amount of customer data from the CRM when viewing a Jira issue.

In Jira Service Management, I'm able to define additional fields on a customer. 

However, my customer list is thousands long and it's not practical to manually enter all this data or to manually maintain synchronization between systems.  There is a CSV import option, but this is manual and I'm looking for a fully automated way to keep information up-to-date in Jira from my main CRM.

I have searched and searched for an API that would allow me to update or retrieve these fields and I have not found any.  The only customer related API I found was to create a new customer (https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-customer/#api-rest-servicedeskapi-customer-post) and to list customers that are part of a service desk (https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk/#api-rest-servicedeskapi-servicedesk-servicedeskid-customer-get).

Is there an unpublished API endpoint that will allow me to work with this data?  If I can't find one, I'll have to resort to writing my own Jira app for this, which seems pretty extreme.  I would store the customer data as a property on the customer entity (which I can work with via the API) and have an app that displays that data as a side panel when viewing an issue. The built-in customer functionality seems quite under-developed, particularly on the API end.

I did search for existing apps and there may be one I could use for my purposes, but it was designed to solve a different issue. 

Perhaps this has been solved and I have just been unable to locate the solution.  Any suggestions?

[Mark Higgins · Accepted solution]

Hi @Daniel Boydston 

Not directly (as far as I know), however you could load your customers into Assets, in a People type schema, and then create custom fields to retrieve that information.

Appreciate, its not as simple, as retrieving the information from the source, and if you do not have assets, then this solution doesn't work.

If you do, then you can load the customers into Assets, and then obtain their Atlassian ID's from Atlassian and update the assets.

You;d then need to automate the load, etc, as new customers come and go.

Mark

[Daniel Boydston]

Unfortunately, I'm not using assets at this time.  Interesting idea, though.

[Deleted user]

Hello @Daniel Boydston 

If you search the JSM Cloud feature requests for 'REST Customer', you'll find all the existing requests, such as JSDCLOUD-4609, for adding REST API endpoints to manage customers.

[Yuliia Maidanova - Mria Labs Inc_]

Hi @Daniel Boydston 

This is exactly the gap Mria Contacts: Contact Management in Jira & JSM was built to close: Jira and Jira Service Management do not provide a strong native layer for importing, managing, and surfacing structured customer and company data inside issues and requests.

Instead of relying only on native JSM customer fields, Mria Contacts adds a dedicated contact and company layer inside Jira/JSM.

For a case like yours, that means:

1. Bulk import instead of manual maintenance
You can import large volumes of customer data, so you do not have to create and maintain thousands of records by hand.

2. Structured customer records inside Jira
Contacts and Companies are managed as proper records, including relationships between them, rather than being scattered across custom fields.

3. Customer context in both Jira issues and JSM requests
The data is available directly where the team works, so you can use customer and company context in regular Jira issues as well as service requests.

4. Automatic recognition in JSM
In Jira Service Management, the app can recognize the requester by email and suggest the matching Contact or Company, so agents can connect the request to the right customer context faster.

So if your goal is to bring customer data from your CRM into Jira/JSM, connect it to the right issues or requests, and make that context visible to the team in their workflow, that is exactly what Mria Contacts is designed for.

[Enrique Diaz]

Maybe you are looking for https://developer.atlassian.com/cloud/customer-service-management/rest/v1/api-group-customer