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Getting started with Jira Service Management

Lorraine Smith
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June 22, 2023

Hi All,

I am an IT professional working for an IT Service Company just looking to migrate to JSM.

One main concern we have is that we manage our service contracts in a separate application and need to have a live link of these into JSM to check that our Organisations and Customers logging tickets have a support contract which is active for the tickets they are raising.

If anyone has done anything similar or can offer any advice it would be greatly appreciated.

We were steered to Element Connect by a Jira Business Partner after considerable investment - but now find that only allows us to link to issues.  Which I don't think will help.

To be clear, if we setup our Organisations and Customers - we need to get a list of the support contracts they have active with us to appear in JSM on the ticket as they log it - so that our Service Desk Agents only deal with Support for the appropriate contracts they have with us.

Thanks in advance.

Lorraine

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N Gobiananth June 22, 2023

Hi Lorraine Smith,

Method 1:

May be you can create a model for this in JSM itself where you keep a track of your contracts in Jira ticket/issue level in a different issue type .. say "contracts" . there you've multiple custom fields with relevant information including the status of the contract and the customer email / name etc. When ticket creation , you can create an automation rule to fire a jql to check the contract status and write the logic to move ahead / not with the ticket. 

ie : 

project = XYZ AND issuetype = "contracts" AND status = Active AND "Customer Email"~ "{{triggerIssue.XYZ_JIRA Username (Picker).emailAddress}}"

 

Method 2:

if you have these details in a different system you might need an api to pull the data from the 3rd party system. In that case you can still make use of the Jira Automations to write a rest call --> get the details --> write logic according to that.

hope this helps

thanks

Gobi

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Kalin U
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June 22, 2023

There is a recent solution for customer management for JSM users on the Premium plan: https://support.atlassian.com/jira-service-management-cloud/docs/what-is-customer-service-management/ You may take a look at this announcement illustrating the functionality: https://community.atlassian.com/t5/Jira-Service-Management-articles/Introducing-rich-customer-context-in-Jira-Service-Management/ba-p/2362211

The general idea is to employ both customer attributes (detail fields) and Automation in order to check if a customer is eligible for support and at which tier if so. 

In addition, you may explore other "customer management" solutions in the Marketplace: https://marketplace.atlassian.com/search?product=jira-service-management&query=customer%20management Deviniti is a vendor focused in this area.

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Jennifer Fish
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 26, 2023

Hi @Lorraine Smith !  Happy Tuesday! Hope your day is going well.  

Were you and your team able to develop a solution for Organisations, Customers, and Support Contracts?  Have you tried defining contracts as an Assets object type along with using the JSM Customer Service project for tracking Organisations and Customers?

My best,

 

--jennifer

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