Auto completing a field in JSD that is fetched from a database to automate

Will(y) De Vos

Hi community,

I would like to embed information from our own database into a Jira Service Desk ticket to steer those initiated tickets to specific queues or users or....

Basically, our customers all have an active license of our platform.

For segmenting our customers I would like to set up different queues in JSD based on the information that is coming from our database, based on the information that is available in a certain table, field.

The idea is the following:

1. If a client (this is an organization in JSD based on the domain name) has a specific license then if the customer initiates a ticket, this generated ticket is sent to a specific queue (that I can control based on an automation rule).
2. This information should be ideally visualised in the ticket in a field we define
   
   1. So reporter has this type of license

So...is this possible and how can we set this up?

• How to fetch the data from a specific database?
• How to embed the value in a JSD ticket?
• How to do something with it?
  • Guessing this would be normal filters/automation rules.

Thanks, team for guiding me in the proper direction!

Will

 

 

Juliette Lallement _Elements Apps_

Hi @Will(y) De Vos 

Interesting use case!
If I understand correctly, you are trying to pull license types from a database, correct?
What database are you pulling this data from?
Does the license information map directly to the logged-in customer?

Elements Connect can easily fetch data from databases and REST APIs and display them in Jira issues.
So in your case, you could configure a select list or a read-only connected item (~custom field) to be added to your JSM portal displaying either a list of licenses available ("select list" connected item) or the license of the logged-in user ("read-only" connected item).

Then, once the ticket has been created with that information, you can set up an automation rule to move it to the relevant queue.

If you need further guidance or information, feel free to book a slot in my calendar.