How can I update organization or customer details via Automation or API calls?

[Brock Jolet]

I'm trying to figure out a way to update details for our service management customers and organizations on a schedule via Automation or API calls.

Today we are using third-party Active Directory tools to store basic information about our internal customers. I would like to sync this information with Jira on a schedule so our team doesn't have to open other tools to get these details.

I was able to build an Assets Object schema for users and populate it with data from a CSV; we will need to use API calls to keep the information up to date. I made a custom field called Reporter Info which displays selected details from the chosen object (user) on the ticket. This works, but before I go through the effort of connecting our AD tools to Assets via API, I thought I'd try to use the native customer details section.

I have configured Automation to automatically add reporters as customers in the correct Organization using the details in our Object schema. JSM also allows agents to manually add details to users and organizations, but I cannot find any documentation about how to target these details via Automation.

Using the native tools would be cleaner and add the benefit of the customer/organization profile view which shows existing issues and notes associated with that entity.

[Paul Heath Armengol]

You can Import customer and organization details through API 

https://support.atlassian.com/jira-service-management-cloud/docs/import-customer-and-organization-details/

[Kurtis]

I don't have an answer for you, but what you described sounds similar to what I'm looking to do.

Are you saying you're pulling user data into Assets and you're looking for a way to automatically link this data from Assets to the Customer info in JSM? I was under the impression that JSM has apps that will work with Entra/AD and Assets data. 

I don't have assets enabled, yet. We have user provisioning and SSO via Entra. It would be nice to be able to grab user info from Entra and add it to the customer/asset fields automaticaly while provisioning. 

[Brock Jolet]

Hey Kurtis,

We are using Microsoft Azure for our AD service. That is connected to our Atlassian tools and automatically creates users as they are added to AD.

Since all of my customers are employees, I want to use their department as an organization in JSM. This would allow better reporting and analytics. I also want to populate various details about them that is already stored in AD.

It doesn't look like customer details in JSM can be updated via API, so the next best thing that I could figure out is to build an Assets object schema; basically, I replicated the AD database with only the information I cared about. That allows me to make a custom field in Jira with Assets information. Once I identify the user, in this case the reporter, I can use Jira automation to update that custom field to display the information associated with them in their Assets object.

The other problem I came across is that our AD service isn't easy to query, so my dev team is building an API tool for me so that I don't have to keep using CSV files to update the data.

[Kurtis]

Thank you for the reply, Brock. 

This is exactly what I anticipated being the case. We will need to upgrade to use Assets. I can then look at automated data upload as you described. 

Cheers!

[alicia_smith]

https://developer.atlassian.com/cloud/customer-service-management/rest/v1/api-group-customer/

That is your API for the customer service management, you can update the details or delete them