Customer Portal JIRA Service Desk

Question

Hello,

We have a question regarding the incident creation workflow through the customer portal.

We want that depending on the customer, the Company field is pre-filled thanks to his CRM profile, but this is not the case. I tried to hide the field with a preconfigured value, it works but it is not what we are looking for as a client can be part of another company. This should be dynamic by going to synchronize his CRM profile to recover the Company.

I hope I have been clear enough.

Regards

Siradel · Answer

Jira replied :

"Jira, by default, does not provide a feature where customer data is picked (from CRM profile) and dynamically filled in the customer portal page."

Siradel · Answer

We have a JIRA add on named "CRM for JIRA - Customers and Sales".

Our users who are members of the "jira-customers" group appear in this CRM tool or we can indicate the company and other fields.

Dirk Ronsmans · Answer

@Siradel

Where exactly are you storing this CRM profile/Company field? You can automate certain fields based on who the customer is but this will depend on where the information is coming from and what apps you have installed so this can be automated.