How do you keep mappings between Customers and internal users?

Question

We would like to keep a mapping between "Customer", which is a custom field in both our JSM and our Jira projects. We also have a custom user field called TAM, (technical account manager). We want automation to be able to add the TAM when Customer tag is added, or at least add the TAM as a watcher.

It appears that the only way to do that would be to use JSM premium and assets. The issue we have with moving to Premium is that we have many internal service desks where developers are "agents", and the price for Premium is double.

How do other people keep user mappings for Jira?

Trudy P Claspill · Answer

If the Customers field is a Labels type field it could have multiple values in it and anybody can create a new value for Customer. Are those requirements for the solution?

Are you willing to consider a third party app?

Benjamin Peikes · Answer

Right now Customer field is a Label type field, but we could change it.

Typically there is one TAM per customer. They are basically a Label version of JSD Organizations.

I believe there is a limit on our TAM field, but its not important.

Ideally, we would like any issue that comes in to have the Customers account manager added as a request participant.

Trudy P Claspill · Answer

Hello @Benjamin Peikes

How many Customers and TAMs do you have?

What is the field type for the Customer field?

Is there a filter associated with your TAM field to limit which users can be selected in that field?

Does a given Customer value ever get associated to multiple TAMs?

If a Customer gets a different TAM at some point, would you expect pre-existing items associated with that Customer to get their TAM field updated?