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Customer in CRM for JIRA v/s organisation in JIRA Service desk


• We're using CRM for JIRA to store customer attributes – name, environments, products, etc.
• The JIRA service desk "organization" setup has been set to automatically add any customer created in CRM (Using the integration option)
• CRM customer dependency is enabled so that the customer sees only those values which make sense to them
E.g., if a customer doesn't have product X, they should not see it in the product dropdown.
• While creating a ticket from the customer portal, a customer would obviously not select the "customer name" field, so it is hidden from the form.
• BUT, due to this, the dependency for the rest of the fields like env, product, etc. fails to work. Since there is no parent customer name to select from.

Is there a way to make this work while retaining the designed dependency? Any alternatives if not? We really want customers to only see information that is relevant to them.


1 answer

Hi Himanshu,

I`m Liyya from Teamlead support team.

We`ve seen your request and leave an answer on the ticket.

For those who also face this issue - for now, there is no known workaround here, but as the feature is very needed by our customers we`re already searching for ways to implement it.


Kind Regards,

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