Client Information Gathering

[MadelineBarr]

I’m looking for information on how you get user information/accounts into JIRA Service Desk. 

• Are you using self-hosted or cloud?
• Do you load user/client information from an ERP system to JIRA Service Desk and, if so, how?
• What information do you gather about your clients? (e.g. Name, E-mail,…)

Feel free to answer any question or all.

[Brian Chabot]

@MadelineBarr

We are using a self-hosted server, but we utilize an external source. You can point JIRA, or Service Desk, to an Active Directory, LDAP, Oracle, or other sources for user accounts. This is what we do and we can add new accounts to the outside system, and JIRA will see the new user on the next sync.

We gather name, email, and full name only. But JIRA doesn't need much else. Atlassian has a page up regarding this:

https://confluence.atlassian.com/adminjiraserver071/configuring-user-directories-802592347.html

Does this answer your questions?

[MadelineBarr]

Thanks Brian

Yes, it did, sort of. We do use LDAP to authenticate but it's not setup to manage JIRA access or supply information.

[E.L. Fridge]

Hi Madeline,

We are using Jira server, self-hosted here on campus.  We do connect Jira to our LDAP server to sync in user accounts for customers and agents.  We also sync in group memberships for several groups so we can secure project roles to groups instead of people.  I think this is what Brian mentioned in his answer above.

We also sync user info into Jira so that our support team can see the person's title, location, phone, department, and local IT support provider.  There's a job that runs on a schedule that imports data into Jira user properties via the CLI connector from Bob Swift.

Jira user properties are a little known way to save key/value pairs of data for each user.  We wrote a basic little plugin that displays the information for the reporter on the sidebar of the issue, but this info is also visible if you click on the reporter and go to their profile page.  You will see it on the left along with their group memberships.

I'm not sure what you are trying to do with user info, but maybe this will help you or someone else out.

[MadelineBarr]

Thanks @E.L. Fridge this is interesting. I will keep the CLI connector from Bob Swift in mind.