Hey Atlassian Community Team,
I wanted to run this issue we have by this group to see if anyone here who has experienced something similar and has found a solution. I am making improvements to the way Jira was setup before I arrived at my current company.
What is our problem?
In Jira Cloud, we are using a custom field called Customer Account to manage our customer reported bugs. This was setup as a free form option in the custom field. When our Support Team logs bugs, the free form field causes many to type different variations of a customer's name, so the data entered has become a problem. For example, Bank of America could be entered in different ways: BankofAmerica, BofA, BofAmerica, BankofA...etc. This has caused records in Reports (through Jira and EazyBI) to be duplicated by creating multiple customers which should be the same.
Our Support Team uses ZenDesk for issues logged between them and the customers. The customers have access to ZenDesk. Our Sales Team uses Salesforce as this is the source of truth for accurate customer information, including the correct entry of the customer name.
Approaches I am looking into?
- Maintain Current Approach
- Bring better awareness to the Support Team when entering the data and refer to Customer List from Salesforce
- Move from Free Form to Fixed Drop Down Customer Account Custom Field
- This requires a setup of a new custom field using Customer Account field by using the Salesforce list and using the drop-down list
- Unclear what the max number will be in Jira, will investigate shortly
- A bulk move of all similar names pertaining to the customer will need to be conducted
- Look at integration tool such as Connector for Salesforce and Jira
- Based on what I have seen in the Marketplace, this may be an option but will come with a cost
- Will continue to investigate
- A bulk move of all similar names pertaining to the customer will need to be conducted
- Look at integration tool such as a ZenDesk plugin for Jira
- Not the best option since we Salesforce contains the full list of customers
- Use Jira automation?
- Have looked at ways automation would work
- Not the best options
If anyone in this community has come across a similar situation and has found a solution similar to what I have outlined or a better solution, please let me know.
Thanks
Henry
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