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How to add customer-specific serial numbers in issues

We have multiple customers and I need to be able to add a customer-specific serial number to each issue added for each individual customer.  Each customer must have their own sequential serial numbers that identifies who the customer is and the customer-specific development item number.  Ideally these need to be automatically generated.  Each customer-specific serial number needs to be unique.

This will help us track how many issues have been added for each different customer and act as a customer-specific development task or bug reference number.  

We have only recently started to use Jira (Cloud) for managing our software development, so it's a good opportunity to get things right from the start.

So far, I have manually added customer-specific serial number as a label, which consisted of 3 letters (based on the customer name), a hyphen and sequential numbers (e.g. THD-01, THD-01, etc.).  This hasn't worked as it:

  • Is open to errors and inconsistent labeling & risks not being a unique serial number
  • Resulted in many many different labels being created instead of a core set of labels
  • Is ineffective for searching
  • Is ineffective for tracking all development work carried out for individual customers.

I have also introduced a label naming convention to help us search and track issues by:

  • Customer name (or by our company initials if non-customer related)
  • customer-request (or internal if non-customer related)
  • product name/s.

Can anyone help please?  Thanks

1 answer

0 votes

The best thing to do here would be to have a select list that contains all of your customers (for the humans, it would be better to name them, rather than use a serial number that we'd then have to look up).

A select list does not work so well if you have a large number of customers though.  If you do have a long list, then I'd recommend thinking of some coding.  My company has a project for customers with each issue in it representing an organisation that we think of as a customer and then we have a plugin that provides a field that allows us to select an issue in the customers project, and a panel that displays the more important fields from that project in an issue that has it set.

Thanks @Nic Brough _Adaptavist_ I'm currently using a select list for the customer names, although it sounds like a good idea to switch to using coding as the number of customers is growing.  What coding do you use?

The serial number aspect I'm looking for is to have a way of recording how many issues have been added overall for each individual customer, and as a reference number that can be used when communicating with customers.  We use the Jira created issue numbers internally within the business; however, they are project-specific for product development rather than customer-specific (and customers wouldn't understand them).  All our customers have our core products, which we continually enhance based on customer feedback and requests.

I need to automatically generate some sort of sequential reference.  For example, Customer 1 needs their own sequence of reference numbers that shows the issue is for that customer and it's the 1st, 2nd, 3rd, 4th etc. issue done for Customer 1.  Then Customer 2 also needs their own sequence of reference numbers that shows the issue is that customer and it's the 1st, 2nd, 3rd, 4th etc. issue done for Customer 2.

Any suggestions? 

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