How to link an organization detail field in the portal form

[yuliana seijas]

How to link an organization detail field in the portal form

[Lisa Forstberg · Accepted solution]

Hi @yuliana seijas

Welcome to the community!

The Organisation field is a special field. If you have added an organization and added customer users to the organisation, that user will see the organization option  when creating a ticket.  This field is automatically added,  you can not  add/remove as other custom fields.

Here is a similar question on the community: https://community.atlassian.com/t5/Jira-Service-Management/how-do-I-add-the-organisation-field-to-requests/qaq-p/1621481

all the best

Lisa

[yuliana seijas]

Well, thank you very much. Another issue. How do you show the detail fields of a client in the form? I want a field to be loaded by default. For example: CUSTOMER NUMBER

[Lisa Forstberg]

The organization doesn't have more attribute to display but its name. The purpose of the organization is primarily to control insight into the Jira SM tickets for more than one customer user. A hack is to name it like "name_number" but be aware of who is seeing this information.  Is that information useful for your customer contacts when they create tickets or only for supporting the  internal process or handling the tickets?

If you are looking for CRM features like a database of customer contacts, customer companies, their relations and all those details that comes with a contact or a company then you are better off using Assets for this (see doc here) . Its an incredibly flexible feature, and can hold all sorts of master data in the structure that suits your company. 

I can't see which plan you are on but Assets is available in Premium and Enterprise plans.

br

Lisa

[Lisa Forstberg]

@yuliana seijas !

I  take the above back :-)

I just learnt that Atlassian actually launched a feature to add more attributes to  customer users and Organizations, more information about how in this documentation .

I just tried adding a phone number attribute and this is how it turns out in the issue view for the agents: 

you get a new panel to the right and expanding the small arrow lets the agent see whatever details have been populated on the chosen organization

Turning on the feature adds this panel to the issue view

[yuliana seijas]

Thank you so much. Another question. I can export these customer details fields in Excel. That is, does the data come in the export of the records?

[Lisa Forstberg]

No worries, its a very interesting new feature so I've enjoyed exploring it with you :-) 

I haven't seen any ability to export the organization details. Import yes, but haven't been able to export it. The details are not regular fields that can be added as column  to a regular Jira filter. If I export a filter with issues (records) I don't get the organization details exported along with the rest of the fields.  I am sure Atlassian will keep on building on top of this, adding more features and improvements. 

I kind of wish that they would have placed this type of master data management in Assets instead. In Asset you have the full capability of creating any type of objects and attributes and relating them to each other. It is easier to filter and maintain the data, plus reporting benefits as objects and their related objects can be added to issues in Assets custom fields. (example: what if I want to produce a piechart on all open incidents based on the country of origin of the organization...)

But I think I understand. Assets is locked in JSM Premium and this functionality is available for JSM free and standard plans so it's like Assets light :)

have a nice evening

Lisa

[yuliana seijas]

Ok, I have JSM Premium, but I don't know how to associate it or create a form that takes fields from the assets. Can you help me?

[Lisa Forstberg]

I recommend you to first go through the online guide for Assets.

Example setup

In one of my assignments for a company delivers a specific on prem software to their customers we:

• created an object schema called "CRM"
• created object types in that schema:
  • Customer
    • attributes: name, company, status, jira user, phone number, role
  • Companies
    • attributes: name, version used, status, hosting, category, main responsible, main contact, customer number, modules, mother company
  • Product Versions 
    • attributes: name, status
  • Product Modules
    • name, status
• Created Asset fields for customer contact and for company see how here
• Created an Automation to automatically apply customer contact and company upon issue creation using the reporters jira user to fetch the correct object.
• Created an Automation to pull in and apply the product version the customer was on by the time of creating the ticket (some customers upgrade and its important to qualify incidents/bugs in older versions to save time)

The attribute company on the customer object is connected to the company object so the objects are related to each other. Same then with product version and modules. We also have an additional need that some of the companies act as an umbrella company for the others so we need to relate those to a parent company. 

The benefit of this when your important information like Product Version & Product Module sits in one central list are:

• you can quickly query what customers are using what versions or modules via the assets interface
• You can easily update attributes in bulk across all contacts or companies. 
• You can work cross jira project with the same objects and attributes

Then you have approximately the same solution as the new customer detail and organization detail but the "details bit" is more evolved. 

My 2p in what solution option to choose

The choice of using the Asset solution vs the new Customer&Org Details solution should be made by exploring the needs of the organisation. Is it a smaller business with not so much details needed? Is there a need for tracing some of the details as own objects? How much changes will there be?

I got a strong feeling you should not use both. Having both details in Org AND details in Assets will confuse users and risk double entry and data inconsistency.  Toggling off the feature when using Assets is probably a good idea

You will still need to use the basic Organization (the one without details) to control request visibility for the customers belonging to the organization.

/L

[Lisa Forstberg]

Also @yuliana seijas 

It is a good idea to mark the question as answered and add new questions in the community instead of having one question that really contains a long thread of multiple questions.

Easier for other users to read and find answers, plus you get more eyes on a newly added question than a comment on an exisiting one. 

br

Lisa

[yuliana seijas]

Hello! I have already applied the CRM style configuration. SEE IMAGE

BUT I DON'T KNOW HOW TO GENERATE THE QUERY IN AQL SO THAT IT BRINGS ME THE LIST OF BRANCHES IN THE FORM

 

[Lisa Forstberg]

Hi!

it is similar to JQL - here is the documentation for it: https://support.atlassian.com/jira-service-management-cloud/docs/use-assets-query-language-aql/

If you want to show the list of "Locales" in your custom field you need to configure the "Alcance del filtro" , which you have done nicely.

Test to remove the config you have on "Alcance de incidencia del filtro". This option gives you the possibility to filter the list based on any condition on the actual issues. If you just want to provide the same list this config is not needed.

/Lisa

[yuliana seijas]

Ok, I removed the "Incidence Scope Filter" and it still doesn't bring me data, what am I doing wrong?

[Lisa Forstberg]

Try to remove the "" around Locales.  

[yuliana seijas]

Thank you very much, it's resolved.

[Lisa Forstberg]

Good ! Please mark the questions as answered to help us in the community to sort and filter all the questions. 

have a nice day!

Lisa