14. 04. 2025
AI, Atlassian, Events, Knowledge Management, Service Management
24. 01. 2024
Gabriele Cecco
Atlassian, Service Management
How the “Customer and Organization Profile” feature can help you
Are you looking for a feature to help manage your customers’ details in Jira Service Management but don’t know where to start?
Do you lack access to the Premium license that could make this task easier by allowing you to create Asset fields for managing customer data?
Do your Jira users barely see the reporter details, as shown in the screenshot below?
Good news: by using the “Customer and Organization Profile” feature, you can add customer details and view them directly inside the ticket.
Let me explain how to do it: get comfortable and open your Jira Service Management.
- Go to the Project settings of your JSM project (you must be a project administrator to proceed).
- Click on Features and enable Customer and Organization Profiles.
Once activated, return to your project by clicking Back to project. Then, select Customers, and open Manage details -> Manage detail fields.
Now you can create new fields, as shown in the example below:
Among the fields you can create is a Phone number field, which you can use directly from your browser to call customers if you have a softphone.
You can add all the fields you need so your users will always have customer information at their fingertips! Try creating additional fields like the ones below:
The screenshot above shows the final result!
From now on, your users won’t need to search for customer details because they will be immediately available within the issue!
Gabriele Cecco
Technical Consultant at Würth Phoenix
I’m Gabriele Cecco, a consultant at Wuerth Phoenix with extensive experience in ITSM processes. Over the years, I’ve worked with various ITSM software tools, and since 2020, I’ve specialized in the Atlassian suite, earning certifications and helping many companies configure their Atlassian products.
In my free time, I enjoy listening to science and entertainment podcasts, watching movies and TV series, and traveling. I’m passionate about exploring the world, and when I’m not traveling abroad, I love spending weekends in South Tyrol with my wife and our minivan, Windy.
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