How to use Customer Service Management fields in JSM Cloud Automation

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Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

Summary

Learn more on how to use customer detail fields to enhance your Automation usage.

What are customer and organization details?

These features are available for Jira Service Management Premium and Enterprise subscriptions.

The Organization and Customer detail fields store important information about your organizations and customers. They provide you with essential context, helping with decision-making, configuring Service Level Agreements (SLAs), and setting up dashboards:

In addition, entitlement represents a customer's access to a product or service and includes important details related to that access. These details might include support level, product tier, number of licenses, expiry date, or any other relevant information about their entitlement. Your team can view these details on a customer’s profile to gain additional context when handling support requests:

Use JQL to access these fields in Automation

You can access these detail fields using JQL (Jira Query Language) and JQL conditions within automation rules. To effectively use these fields in automation rules, check out the following information:

Use organizationDetail() to verify organization details fields

Syntax

organizationDetail()

Supported fields

Organizations

Supported operators

IN , NOT IN

Unsupported operators

= , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN , WAS NOT IN, WAS NOT , CHANGED

Examples

  • Check if the organization is located in the AMER region:

    organizations in organizationDetail("Region", "AMER")

  • Verify if the organization is not in a platinum support level:

    organizations not in organizationDetail("Support level", "Platinum")

  • Confirm if the organization joined on 2024-08-23 where the date is in YYYY-MM-DD format:

    Organizations in organizationDetail("Joined on", "2024-08-23")

  • Determine if the organization has selected both options (option1 and option2) in a multi-select dropdown:

    Organizations in organizationDetail("Options", "option1") AND Organizations in organizationDetail("Options", "option2")

Use customerDetail() to verify customer details fields

Syntax

customerDetail()

Supported fields

Assignee, Reporter, Voter, Watcher, custom fields of type User

Supported operators

IN , NOT IN

Unsupported operators

= , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN , WAS NOT IN, WAS NOT , CHANGED

Examples

  • Check if the request was submitted by customers in the APAC region:

    reporter in customerDetail("Region", "APAC")

  • Verify if the request was raised by customers who are not managers:

    reporter not in customerDetail("Role", "Manager")

  • Confirm if the customer is designated as a technical contact (indicated by a checked checkbox):

    reporter in customerDetail("Customer Technical Contact", "true")

Use entitlementProduct() to verify the product

Syntax

entitlementProduct()

Supported fields

Entitlement

Supported operators

IN , NOT IN

Unsupported operators

= , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN , WAS NOT IN, WAS NOT , CHANGED

Examples

  • Verify if the request is related to entitlements for the product Acme Widget:

    entitlement in entitlementProduct("Acme Widget")

Use entitlementDetail() to verify the entitlement’s details

Syntax

entitlementDetail()

Supported fields

Entitlement

Supported operators

IN , NOT IN

Unsupported operators

= , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN , WAS NOT IN, WAS NOT , CHANGED

Examples

  • Confirm if the request is related to an entitlement where the Support Level is Gold:

    entitlement in entitlementDetail("Support Level", "Gold")


You can't use Details in all Automation functionalities. There is a feature request to improve this:

JSDCLOUD-13433 - Getting issue details... STATUS



Last modified on Jan 15, 2025

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