Where do you store your specific customer info such as what SLA's the customer has?

Question

Where is the area to add customer specific info such as, what support level they are on, what their SLA's are, what licences they have?

This info will be necessary when a customer submits a helpdesk ticket and a support staff member needs to use it to understand the customer info?

Neurofuse · Answer

Excellent Artical ! Thank you very much for your hard work

unknown · Answer

Hi @Anastasia Carnell

As has already been said, the native Jira setups are quite limited for your use case.

That's why my company has developed a solution called Stagil Assets - Advanced Links which transforms your Jira into an asset and master data management system.

The use cases are various, but with the 1-Click Setup for CRM you will easily set up your Jira project to store, link, and visualize all the relevant information of your customers (licenses, hardware/software, SD tickets, contact info, and much more).

Regards,

Gianluca

Dirk Ronsmans · Answer

HI @Anastasia Carnell ,

Sadly there isn't much to go on with the default JIRA setup as far as it goes to enriching a customer (or user) with more details/store such metadata.

From what I see you could go 2 routes and both will require some investment.

1) use a CRM like add-on for JIRA to enrich your customers with metadata. A quick search on the marketplace brings forth for example the ATLAS CRM suite.

https://marketplace.atlassian.com/apps/1213313/atlas-crm-customers-and-sales-in-jira?hosting=cloud&tab=overview

2) Another idea would be to use a CMDB to store such information. such as Insight (from Mindville which was recently acquired by Atlassian)

https://marketplace.atlassian.com/apps/1212137/insight-asset-management?hosting=cloud&tab=overview

It would be "less" integrated but you have more freedom to store whatever you'd like. You could add all  your customers/contracts/sla levels/... and link them to the users. Using a CMDB would also give you further options in your other Service Desk processes.

So if you just require some more metadata you could towards the CRM apps  or if you want to go a bit broader perhaps a CMDB solution.