Our support team has recently migrated to using Jira Service Management for handling support ticket. To continue offering a view into support tickets for our CSMs, I have set up a connection to our Jira instance and I’m now able to pull all tickets from the Support project.
However, I’m currently struggling to link the tickets to the appropriate Company/Relationship in Gainsight. In Jira, tickets are linked Organizations, which would map to our Relationships. The only potentially related field I find on the Incident and Project objects in Gainsight seems to be fields.reporter.accountId but I cannot see the long hashes I get from that field on the Organization page (let alone produce a list of Organizations with their related accountID).
Has anyone else synced Jira support tickets to Gainsight? If so, how are you linking tickets to the appropriate Company or Relationship?
Best answer by Jef Vanlaer
Thanks for the reminder, @laurennewman7
After working with Gainsight support, we figured out how to get access to the required fields in Gainsight.
Here’s the steps:
Under connectors 2.0, click the Settings option top right
Go to Source Fields Enhancement
Select your Jira connector and then Incidents (top left)
Click Add Field (top right)
Use the link on top, under “If the required fields is not in the list, Click here.”
In the “Find Fields by ID” box, enter the Jira ID of a ticket that contains values for the field you are interested in (not: this needs to be a ticket ID, not the Jira field ID) and click Find Fields
Select your field(s) in the list below, enter the correct Data Type (can be updated later, but that’s a bit cumbersome) and click Add
The fields will now be available in the connector jobs. Similar functionality to add a field is available under the “Add Customer Field” button in the Jira Incidents job task.
After working with Gainsight support, we figured out how to get access to the required fields in Gainsight.
Here’s the steps:
Under connectors 2.0, click the Settings option top right
Go to Source Fields Enhancement
Select your Jira connector and then Incidents (top left)
Click Add Field (top right)
Use the link on top, under “If the required fields is not in the list, Click here.”
In the “Find Fields by ID” box, enter the Jira ID of a ticket that contains values for the field you are interested in (not: this needs to be a ticket ID, not the Jira field ID) and click Find Fields
Select your field(s) in the list below, enter the correct Data Type (can be updated later, but that’s a bit cumbersome) and click Add
The fields will now be available in the connector jobs. Similar functionality to add a field is available under the “Add Customer Field” button in the Jira Incidents job task.
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