Reporting on customer details

[Raheem Pillay]

Hello,

I am trying to create a filter which filters on the customer details for when a ticket is logged by them (See screenshot). These fields are populated via an API connecting to AD/Entra.

So if I wanted to filter on department or location I want to be able to filter on these fields so I can report/dashboard on it or make a filter to use in a gadget

However when I go to search these filters it does not appear there, nor does it come up when I write a JQL query.

Has anyone ever had a similar issue around this? And if so, how can I report on these fields for reporting?

[Akhand Pratap Singh · Accepted solution]

Hello @Raheem Pillay ,

Good day, Welcome to Atlassian Community!!

Can you please try using customerDetail()? 

For example: reporter in customerDetail("Region", "APAC")

reporter in customerDetail("Location", "Hybrid (Home/London)")

Best Regards,
Akhand

[Raheem Pillay]

Hi Akhand,

Thanks for getting back to me.

So just so I understand. With customerdetail(), in the first part am I putting the field I want to look at? i.e department, and the second bit the specific department I am looking to filter on?

So would I write it like this?

reporter in customerDetail("Department", "D&T Service Delivery")

[Akhand Pratap Singh]

That is correct @Raheem Pillay 

[Marc -Devoteam-]

Hi @Raheem Pillay 

Welcome to the community.

There are JQL options to use customer detail fields.

This can be based on certain fields only, like Reporter, Assignee, and any other User field.

See this KB; https://support.atlassian.com/jira-service-management-cloud/docs/create-queues-based-on-customer-details/