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Can Jira Service Desk display contact information for customers?

I am running the trial of Jira Service Desk, and I notice that none of the bundled test customers have contact information like telephone, office address, etc. I can't even find a way to add this information for an existing customer. Please tell me that I don't have to create custom fields for such basic info!

If we implement Jira SD our scenario will likely include importing our customers (all faculty, staff and students of the university) into Jira. We would want to import their telephone and office address and have that information displayed in the ticket (or at least accessible with a single click). Ideally it would also pull in other fields we have like Department, Title, and Employee number.

I've create a few custom fields already, but it never occurred to me that I would need to do that for customer contact info. Please say it isn't so!

2 answers

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Answer accepted

Hi,

Are these users/customers imported from Active Directory?

Jira imports very little information from AD, just a username, email and displayname, so the usage of an addon is needed.

Active Directory Attributes Sync 2 is a very good addon for importing additional data from AD: https://marketplace.atlassian.com/plugins/com.intenso.jira.plugins.ad-integration-manager/server/overview

This addon supports showing the attributes on users profiles, hover-fields and provides customfields. It also support importing Avatars from AD. It is also very easy to setup if you already got your AD-Connector in Jira set up.

Thank you for the reply! 

Yes the users are in Active Directory and all of these attributes are available there. Unfortunately it does not look like that product is available for the Cloud. We might be going with the server installation anyway though. Looks like academic pricing would be about $4,000 a year for us (We need to import about 15,000 customers)

It looks like it would do what we are looking for, as long as we purchase the server version of Jira SD. 

 

Sean

Hi @Sean,

Sadly this addon is indeed not present for the Cloud - might be some other options out there, but I haven't looked into that.

If you going for the server, just want to remind you about the pricing model. For addons you only purchase the license tier matching the highest amount of user licensense you have for JIRA.

For example if you have a Jira Service Desk (100 users), and Jira Software (250 users) on same instanse, you only need to purchase a 250 user license on the Addon.
Even though you import 15'000 users from AD.
Jira Service Desk customers are not licensed, and are free - you only pay and assign a license for the Agents.
You can read more about the licensing here: https://www.atlassian.com/licensing/marketplace#licensingandpricing-1

Just wantet to give you this additional information in case you didn't know.

 

Best regards
Knut Arne

Hi @Sean did you ever find out a solution for this?

If you have, what did you do?

If you haven't, perhaps you might be interested in an app that lets you pull up this information from Azure AD: https://marketplace.atlassian.com/apps/1224807/multiplier-azure-ad-and-okta-operations-for-jira?tab=overview&hosting=cloud

Let me know if you'd like to see a demo. 

Thanks!

Amaresh

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