We are about to purchase Jira Service Management Cloud for our company to manage customer support such as issues and request tracking.
My company management has a specific requirement to get customer-wise issues along with customer information such as name, email, contact number, address, etc.. and they need it as a report that they will generate every quarter.
Is there a way to generate such a report with Jira Service management? I'm using "Customer Details for Jira Cloud" app from Appsvio LLC. It has all the additional fields we need. But I don't have a way to retrieve them from Jira as a report. I checked the service management API as well. But no information on how we can retrieve data from Apps via API calls.
Any information would be appreciated regarding the requirement as my company management is waiting to make a decision.
Hi @Thameera Dananjaya ,
Unfortunately, I didn't see this post earlier :( Please contact us via our support portal.
Answering your question, you can easily map values from customer details to custom fields in Jira and use them in native actions, such as exporting, finding using JQL, presenting on dashboards, etc. It's possible thanks to the Copy values post function. We have also a REST API which can be helpful.
Kate from Appsvio
Welcome to the community!
Contact their support team for options.
If they don't have any I suggest you dropped the app and use insight database management where you can keep details of the reporters/organizations by just using an insight custom field that holds the organization info from the tickets. Then report through them with the out of the box reports/dashboards.