Case
This case is similar to JIS v2.0 - Use case 1: Product Portfolio - Picking issues from a static JQL in many ways but focuses on showing information rather than picking issues.
Almost all companies have customers. A common need is to link service desk tickets or tasks to those customers and it is quite useful if you can see additional information about your customers on your tickets.
For this to happen, you will need to manage a list of your customers and their detailed information in Jira. You can manage your Customer Portfolio in a Jira project but easily linking them to your service desk tickets and showing detailed information on tickets is not available out-of-the-box.
For this need you can utilize JQL Issue Select fields to pick customers from your customer portfolio and show their information on service desk tickets.
Configuration
To bring this solution to life first of all you will need to create a Jira project to keep your customers of your portfolio as issues.
For this,
Create a new Jira project named Customer Portfolio with project key CP.
Configure this project's Issue Type Scheme to contain a single issue type named Customer.
Create custom fields and configure your screens on Customer issue type so it can keep whatever data you need to keep about your customers.
Here you can see Account Manager, Contract Info and Main Contact Info fields are created as attributes of your customer card.
(Please note that the ID's for these fields are 10542, 10540 and 10541 respectively. These will be used below)
At this stage, you can create issues in your CP project. As many as you need.
This field will be used to link your Jira issues to your customers. (see JIS v2.0 - JQL Advanced Select Field )
Configure your Customer field like this:
| JQL | project = CP |
| View Pattern | {issue.summary} |
(The ID of Customer field is 10543 in our sample. This also will be used below).
Then, add this field to your service desk ticket's create screen and your customer portal request type.
Now your users can select a customer while creating a ticket, both from Jira UI and Customer Portal UI.
Then, create two JQL Lookup Fields named Contact and Customer Contract Info. Configure the fields like shown below:
Contact
| JQL | key = {issue.cf_10543} |
| View Pattern | Account Manager: {issue.cf_10542.displayname} - Customer Contact: {issue.cf_10541} |
Please remember that 10543 is the ID of the Customer field, 10542 is the ID of the Account Manager field and 10541 is the ID of Main Contact Info field.
Please also note that in this configuration we have the JQL Setting referencing another JQL Advanced Field's selection. The issue token in JQL Setting references the issue that the Contact custom field is on. The issue token in the View Pattern setting references the issue(s) that JQL returns. (see JIS v2.0 - Tokens Reference)
Customer Contract Info
| JQL | key = {issue.cf_10543} |
| View Pattern | {issue.cf_10540} |
Please remember that 10543 is the ID of the Customer field, 10540 is the ID of the Customer Contract Info field.
Once again in this configuration we have the JQL Setting referencing another JQL Advanced Field's selection. The issue token in JQL Setting references the issue that the Customer Contract Info custom field is on. The issue token in the View Pattern setting references the issue(s) that JQL returns. (see JIS v2.0 - Tokens Reference)
Add these fields to your service desk ticket's view screen.
Result
You can see that the the Contact and Customer Contract Info fields are shown on the issue with a text calculated based on the customer selection made in create screen. When you change the customer, Contact and Customer Contract Info fields will also change.
