Integrating JIRA with address database

[Alexander Moser]

Hey everyone 

we are trying to bring our JIRA (OnPremise) to the next level. The situation is as follows. Integrated in our custom ERP we have a core address master/address database which is splitted by division on the sublevel. Under the division level we have the departement level. 

We are using JIRA to manage all kinds of customer support concerns with various JIRA projects. One of our main problems is the time to manage customer requests. So we are trying to automate as much as possible. In addition our Account Managers are no IT specialists at all. That means we always have to invent a simple method of managing tickets and need to implement straight forward workflows to reduce complexity and outlay. We don't want to force our Account Managers to enrich customer data manually. 

What is our problem?

At the moment our main problem is that we need much time to identify that a specific ticket/request is from a specific customer 'xyz'. So the main part of solving customer requests is to identify who the person is instead of actually solving the problems. 

What are we trying to achieve?

Simply said, we want to match the submitted issues to our address database to gain information and to build up a customer history on the departement side. We would like to build up a customer dossier if you want to call it so.

How did we think of achieving this goal?

Basically we want mainly focus on the customer support and use the "Issue Creation Event" for enriching our JIRA Issues with ERP data. We thought of a procedure like this:

1. On the "Issue Creation Event" we want to export ticket information (like Issue-ID and a custom field "Requester Email Address") to run a database search in our SQL database for the correct customer-ID and further information. So we would like to match the custom field "REA" and our database field "ADREMAIL" (address email).
2. If this operation is successfull we want to update other custom fields with stored customer information from our database. The fields would be "name", "firstname", "telephone number", etc.
3. And if the matching is successfull we want that our ERP calls more information from the ticket to the customer history. (like linking the issue with our address master)

I am kind of aware that this goal isn't the easiest. So here are my questions:

• Is there a reasonable way to integrate JIRA in our ERP (or vice versa)?
• Do we have to develop specfic applications in other instances which proccess these tasks?
• Are there any scripts available in the "Script Runner" Plugin maybe which perform similar actions?
• is the "nFeed" Plugin or the "Keppler Database Custom Field" an option?
• Is that possible at all?
• Has anyone you faced a similar problem like this?

I would be delighted if you have an idea how to solve challenge or if you have an input on which I should focus on. You even can call me crazy if you want to, I won't be offended.

Thank you for your help and time in advance.

Best regards

Alex

[Volodymyr Krupach]

Hi Alexander,

Guys already answered all you questions so I just comment: based on my JIRA integration experience:

• Use REST from booth sides: JIRA calls external system and external system calls JIRA. If you miss some info in JIRA/Other system REST API, create appropriate REST extension. For JRIA it will be JIRA REST plugin.
• Avoid any mediator programs and "call external executable from JIRA". Just REST!
• Sometimes it's simpler to develop your own JIRA plugin than find universal solution that suits you.

And even if it looks "trivial' you still need time and patience to implement it right .

[Alexander Moser]

beforehand you guys are awesome! thanks for your answers

@Mihamina: No non of our customers has a JIRA user and we are not planning to give them one, as they are thousands (sorry I can't tell you a definite number) and we don't want to make our instance public

@Radu: so you mean I can run a lookup script with a condition on how the CF has to perform, if I get that right. but how do I update the other CFs, if the lookup was successfull because they are not supposed to use the same script or have any lookup? (it is not guaranteed that every address has an email address) – the database needs to set the value.

+ you are funny "seems trivial"  I was and am reading my eyes red for a suitable solution.

[Radu Dumitriu]

KCF PRO has selects scripts. When you select a value we run a script of your own choice: See example: https://confluence.kepler-rominfo.com/display/KCFPRO/Example+2+-+Issue+Links This script may contain all the updates to the CFs you need. There's a video on it here: https://www.youtube.com/watch?v=DvqEDt22v7k

[Radu Dumitriu]

Also, read carefully this page: https://confluence.kepler-rominfo.com/display/KCFPRO/Configuration This will answer all your questions

[Radu Dumitriu]

Ah, and I still believe this is trivial :)

[Radu Dumitriu]

Ok, since you asked about Kepler DBCF, I will tell you my 2 cents. You can use KCF PRO to lookup for your customer and to set various CFs you want. It has selection scripts, therefore what you want to do seems trivial

This is different from DBCF, and from KCF. Read the docs here: https://confluence.kepler-rominfo.com/pages/viewpage.action?pageId=19464442

Answers to your questions:

• Is there a reasonable way to integrate JIRA in our ERP (or vice versa)? YES
• Do we have to develop specfic applications in other instances which proccess these tasks? NO
• Are there any scripts available in the "Script Runner" Plugin maybe which perform similar actions? DONT KNOW
• is the "nFeed" Plugin or the "Keppler Database Custom Field" an option? ANSWER ABOVE
• Is that possible at all? YES
• Has anyone you faced a similar problem like this? YES

[Mihamina Rakotomandimby]

Is making each of your cusomers a JIRA user a way?

That is, in my opinion, the KISS way.