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Prepopulate fields in request type screen from central database via API in JIRA Service Desk - CLOUD

Hari H_yv7vz1

I have set up HR employee on-boarding request type in help desk, however we want to pre-populate certain fields like employee name, title, contact number, email ID, department etc, when we just enter employee ID on the request screen. Can we call these fields from our central database via API?

So when agent enters employee ID in screen, then JIRA service desks calls our central SQL database via API and return with employee name, job title, location, contact number, email ID, department etc and fill up screens, so that agent does not need to fill those details and just confirm those with employee.

Is this possible with JSD cloud version.

Thank you in advance.

Accepted answers

Julie d_Antin _Elements__bsgnak

Hi @Hari H could you provide some more details about your central SQL database? For example, is it a Postgre SQL database?

Angélica Luz

Hello @Hari H,

Thank you for reaching out to Atlassian Community!

On Jira Cloud, the only information about customers is their email and full name, it's not possible to add more details about them. The workaround would be using an add-on like Laura mentioned.

There are feature requests suggesting the implementation of such ability:

Please, click on vote and watch to receive updates about the features.

Regards,
Angélica

All comments

Julie d_Antin _Elements__bsgnak

Hi @Hari H could you provide some more details about your central SQL database? For example, is it a Postgre SQL database?

Hari H_yv7vz1

Hi @Laura Campbell _Elements_ Thank you for taking time out to help,

Our backend team has developed API called getperonalbyid on Swagger which contains personal details like name, address, contact, email etc linked with employee ID.

So what we are looking for is that when an agent creates an issue and enters 'employee ID' on the screen, Jira Service Desk sends 'GET' request with provided API key, once authenticated by Swagger, it returns 'POST' in JSON format with personal details linked with that employee ID and fill up details on pre defined fields like employee name, contact number, email ID, title, locations, department, reporting manager etc. So agent does not have to fill up those details. This will save time and also have an opportunity to validate recorded details from database.

We use MS SQL database and back-end development is all done on .NET. However I understand that we are only making call via API and data are transferred in JSON format via Swagger, so there should not be any constraints on database type. We don't want to connect JSD directly to our database, only through public API.

Sorry for long explaination. Hope this clarifies. Thank you once again.

Julie d_Antin _Elements__bsgnak

Thanks for the details on your use case.

The app Elements Connect currently allows you to populate fields on Jira Service Desk cloud with data from Postgre SQL databases, but your datasource is not yet available. You can watch the app from the Marketplace to get updates, like new datasources.

If you want to get an idea for how the app works, we have a short video: https://youtu.be/zCz2z9WA11Y

Angélica Luz

Hello @Hari H,

Thank you for reaching out to Atlassian Community!

On Jira Cloud, the only information about customers is their email and full name, it's not possible to add more details about them. The workaround would be using an add-on like Laura mentioned.

There are feature requests suggesting the implementation of such ability:

Please, click on vote and watch to receive updates about the features.

Regards,
Angélica

Hari H_yv7vz1

Thank you @Angélica Luz for your feedback. I have voted and subscribed to receive updates.

You mentioned that Jira Cloud only offers name & email, does Jira server edition offers more options than just name & email or is it still an add on options what @Julie d_Antin _Elements_ mentioned?

Thank you

Hari

Hari H_yv7vz1

Thank you @Julie d_Antin _Elements_ for your note. Greatly appreciate that. Will look at it. Thanks

Angélica Luz

Hello @Hari H,

It also applies to Service Desk Server. Customers' accounts only show basic information like their email and full name on both Cloud and Server.

Hari H_yv7vz1

Thank you @Angélica Luz for taking time out to clarify.

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