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Add custom fields for Organizations & Customers?

I see we can add custom fields to Issues, but I don't see how to add them for Organizations (and related contacts)?

We need to be able to track mailing address & phone number for both Orgs and Customers. 

Can someone point me in the right direction?

Many thanks!

3 answers

0 votes
Nigel Rochford Marketplace Partner Nov 17, 2021

Our app enables you to capture information at the organisation level if this helps? You can centrally manage all your organisations in one place (including those sync'd from JSM) and define your own fields etc.

You can then view the information in context within JSM issues.

Hi @Jordan Kilpatrick ,

The premium plan of JSM does include Insight, an asset management system which does allow you to add rich information to your tickets.

Do check out this support article to learn more.

0 votes
Em_So Marketplace Partner Oct 28, 2021

Hey @Jordan Kilpatrick!

In native Jira Service Management, there is no option to collect additional data about customers and organizations. It's very limited in comparison with similar products on the market.

On the Atlassian Marketplace, you can find a dedicated app for it: Customer Details for Jira Service Management. With this app, you can define fields (separately for customers and organizations), for example for email addresses or phone numbers. They can be filled by service agents or customers - you can decide about it in the configuration.

If your company uses HubSpot CRM, you can get this information and display it on the ticket using another app: HubSpot CRM Integration for Jira.

I would like to provide a workaround but I don't know any. In our team, we had the same need to store info about our customers. This is why we created the Customer Details - at the beginning only for our internal cases.

Best regards,

Emma from Appsvio Team, Atlassian Marketplace Vendor

Thank you for replying, Emma.

It's rather crazy to think an ITSM solution can't natively accommodate such basic information...

We'll take a look at your solution and see if it fits the bill! :)

Like Em_So likes this

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