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Add custom fields to and organization


I need to add some detailed information to the organization, data that is relevant to the agent to solve the issues.


Thanks in advance for your comments.




2 answers

0 votes
Nigel Rochford Marketplace Partner Nov 17, 2021

Hi! Have a look at Crumbs - this is the use case we designed it for.

You can capture things like support entitlement or just generic information like address/description, and then use it in context with Jira issues. You can also use JQL to appeal to the information and use it when defining SLAs, or automation rules.

A typical example would be to check if an organisation has valid support entitlement before you respond. If they don't, then use our JQL functions in an automation rule and raise a task for customer success/sales so that they can have the right conversation with the right person!

0 votes
Chris Buzon Community Leader Apr 09, 2021

You're not really asking a question here. 

Service desks are complicated, so you'll need to be much more specific with what you need help with.

@Chris Buzon Thanks for your quick response.

Im talking about the organizations component of the Service management, I just can add a name, and create/link the clients.

Im asking, how I can add more detail for the organizations. For example a description, the dates of the support contract, software related to the contract and other details specifically to client´s organization. 

I hope, this comments clarify my request. 

Em.So Marketplace Partner Apr 09, 2021

Hi @Angelica Hernandez ,

By default, you can't add any additional information to the organization. You can create an organization, add customers... and that's all.

To collect additional information about organizations (and customers as well), I can recommend you to try our app Customer Details for Jira Service Management. It allows you to define what type of data do you need, for example Description, Software etc. It's configured in the Design a form section. In the People section, you can put all info into defined fields and check what data is stored.

You can also read an article about this app published on the Atlassian community.

In case of any questions, let me know.


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