How to automatically retrieve product details based on the serial number in a service request?

[Karen Rijnders]

When our users report an issue via a request form, they have to supply us with the serial number. Currently, we are asking them to fill out a lot of other fields as well, country and product category for example. However, based on the serial number this information is already known, only we would have to look into another database to get it. 

Would it be possible to automatically create a link between the serial number in a JIRA ticket and a table/database containing such information? Which medium should I use to create such a connected table/database?

Ideally, I would want to be able to click somewhere in the JIRA ticket, this action should open another tab and take me to the information belonging to the corresponding serial number of the service request. 

[Mark Segall · Accepted solution]

Hi @Karen Rijnders and welcome to the community!

You have a couple options:

1. Upgrade to JSM Premium and leverage Assets - You'd need to establish integration between your source database and Assets, but I've found this to be the cleanest approach when all is said and done due to the tight integration between the assets module and Jira.
2. Look into a marketplace database connector - There are a few out there, but my experience has been that they are best for smaller data sets.  These will enable fields that connect directly to the source data, but you'll experience performance issues with larger data sets.