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import external customer info from external db

Gualter Augusto

Hi,

I want to use ServiceDesk as my support tool for external users. I need to receive multiple incoming emails and have them open tickets, with the requester being imported from our internal DB (Postgres).

We will need to select by incoming email and import information like user_id, plan, among others.

How can this be achieved? How can i add specific fields to my customer's profile and have it imported from my db? Note that this fields can change anytime.

Thanks,

Accepted answers

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miikhy

Hi,

I think there's no way to keep user directory in sync with a flat database.

That being said, you might let Jira create users automatically from incoming emails and then fetch some info related to this email through your external DB. There are various addons which can help you, I've used nFeed a lot in the past (I worked for the company editing the addon though) but I know there are many other way to do so (Script Runner, Powerscript...).

Hope this helps!

Gualter Augusto

Thank you for the reply!

Will look into it. But the custom fields created and fetched on the external db will be fed to custom fields on the ticket itself right? not on the customer's info on customers page

miikhy

Yes you're right.

It's definitely not perfect but I think it's the only way to get somewhere close to what you want.

Another option would be to import your DB into a user directory (AD, Crowd, LDAP...) so that it would become available within Jira easily.

Good luck! Let us know how you'll do

Gualter Augusto

ok last question on the topic. Assuming i apply the custom fields (id, plan, etc) into the ticket's custom fields and they get imported on ticket creating through the process stated previously. Is there a way i can access past tickets from that specific user_id inside service desk? How can i manage this?

Bryan Bai

you can find a way to pre-populate all user from your internal DB into JIRA, as service desk doesn't consume license. So with all existing userid and email, your incoming email will be assigned with proper reporter ID.

I would use Crowd + JIRA, which crowd allow you to import/create user from csv file.

let me know if this help.

Gualter Augusto

Thank you all for your replies. I will opt for server instance of Service Desk. Still figuring out how to import data from our internal db.

Cheers

miikhy

What you can do is importing email1@company.com, email2@company.com etc... as separate accounts and then use Organizations to regroup customers by domain (you might do that manually or through scripting if you're familiar). Using organization is great so that all customers from a same company can see each others Jira tickets!

Hope this helps!

Gualter Augusto

That looks great. However we have over 40k clients in which we don't control which users belong to which organisation (only when a ticket is raised by the user's email, or if the third-party email tells us that they are talking on behalf of X user).

What i am thinking now would be using scripts to automatically create organisations named "user_X" or something like that in which the primary user email is automatically linked to this user_x org and the third party emails are linked manually.

i will keep looking out for the best solutions.

Thanks,

miikhy

all right, thanks for sharing, seems pretty complex indeed.

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