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?