Search/Filter customers by custom field

[Heiko Schaper]

The customers directory in Service Management projects only allows to search for customer names (or e-mail-address if custom hasn't registered yet).

We would like to search/filter for customers by custom fields that we create, e.g. "Customer ID", "Active customer" or "has insurance."

I assume this is currently not possible, but maybe I just don't know how. It'd be such a huge step towards being useable as a CRM. 

[John Funk]

Hi Heiko - Welcome to the Atlassian Community!

Instead of using the Queue in that instance, you can create a filter and do the sorting as you desire. Then you can also create a dashboard and use a Filter Results gadget based on the filter you created. 

[Heiko Schaper]

Thanks John, but it's not issues I want to search/filter. It's customers in a Jira Service Management project.

I can add as many detail fields as I want but I cannot search for customers by those fields. I can only search for customers by their Name as shown in the first column.

If I added a detail field "customer ID" which holds an ID from our billing system, I cannot search for a customer by that ID.

[Jaime Escribano]

In that case I would suggest looking into JSM CMDB and using that as a Database of Customers!

That should cover your use-case.

[John Funk]

Gotcha - I don't think you are going to be able to do that anytime soon. 

You should open a support ticket with Atlassian to make that request. 

https://support.atlassian.com/contact/#/

[Jaime Escribano]

Hi  @Heiko Schaper !  Welcome to the community 😊 

There is a feature that allows for an Admin to set customer details, though to be honest it's not the best as keeping the data up to date is a big challenge. -> Manage customer detail fields | Jira Service Management Cloud | Atlassian Support

If at any point your organization moves to Premium you could consider using Assets to achieve this functionality. The CMDB can be connected to your Identity Provider via Data Manager to retrieve this information and make it available in custom fields with automations which are easy enough to achieve.

Hope that helps!

Regards,

Jaime Escribano

[Heiko Schaper]

I'm aware of that feature, but that is not what I'm looking for. We created customer detail fields. But as far as I can tell there's no way to search/filter customers by those fields.