Use case benefits
Leverage asset information that’s already stored in a CMDB
Guide Jira Service Management customers through the ticket creation process
Manually filling endless forms is frustrating for end-users and error prone. With Elements Connect, you can turn text fields into select-lists with options coming straight from your CMDB. Jira Service Management customers then only have to select the relevant options, describe their request and it takes them seconds to create qualified tickets.
Help support agents identify important information at a glance
Customize how Elements Connect displays data from your CMDB with HTML. Make important data stand out so Jira Service Management agents can act quickly and confidently on requests. You can also configure custom queues based on data from your CMDB using Elements Connect to help agents prioritize their work.
Choose which data from your CMDB is visible by customers or by agents only
Project admins can choose which data they want to display on the customer portal, and which shouldn’t clutter the end-user interface but is necessary for agents. For instance, you can display the serial number and support phone number of an asset on the agent view, while only showing the asset name and location on the customer portal.
Manually filling endless forms is frustrating for end-users and error prone. With Elements Connect, you can turn text fields into select-lists with options coming straight from your CMDB. Jira Service Management customers then only have to select the relevant options, describe their request and it takes them seconds to create qualified tickets.
Customize how Elements Connect displays data from your CMDB with HTML. Make important data stand out so Jira Service Management agents can act quickly and confidently on requests. You can also configure custom queues based on data from your CMDB using Elements Connect to help agents prioritize their work.
Project admins can choose which data they want to display on the customer portal, and which shouldn’t clutter the end-user interface but is necessary for agents. For instance, you can display the serial number and support phone number of an asset on the agent view, while only showing the asset name and location on the customer portal.
Tutorial
Use a local Jira project as a light-weight asset manager
Store asset details in a Jira project and then fetch details by querying the Jira Cloud REST API. Each asset (an issue) has a number of attributes (fields), which can be displayed on Jira Service Management requests.
Have questions about bringing data from a CMDB into Jira?
FAQ
What CMDBs can I use with Elements Connect? Can I get data from ServiceNow?
You can use any CMDB that offers a REST API with one of the authentication types we support, or that’s built on a SQL database.
Use case benefits
Fetch user details from Azure AD to automatically triage requests
Integrate Azure AD with Jira and fetch key reporter details
Elements Connect allows you to easily integrate Jira Service Management to Microsoft Azure AD and fetch data automatically from your user directory to display it in your tickets. With this solution, you can get advanced data on the reporter of a ticket, automatically based on his user connection ID, such as office location, department, or contact details.
Automatically triage request to location-based queues
Elements Connect mirror fields can be used in filters for queues, so it’s easy to triage requests based on the office location of a reporter. As soon as a request is created, it will automatically be added to the right queue so your IT team never loses sight of it.
Customize where and how you display Active Directory information
Make sure the information you add to the issue remains clear and pertinent. Connected items can be displayed just for agents, and hidden from the reporter to avoid polluting the issue view. To organize and clearly display multiple details from Azure AD, take advantage of all the template possibilities with Apache FreeMarker.
Elements Connect allows you to easily integrate Jira Service Management to Microsoft Azure AD and fetch data automatically from your user directory to display it in your tickets. With this solution, you can get advanced data on the reporter of a ticket, automatically based on his user connection ID, such as office location, department, or contact details.
Elements Connect mirror fields can be used in filters for queues, so it’s easy to triage requests based on the office location of a reporter. As soon as a request is created, it will automatically be added to the right queue so your IT team never loses sight of it.
Make sure the information you add to the issue remains clear and pertinent. Connected items can be displayed just for agents, and hidden from the reporter to avoid polluting the issue view. To organize and clearly display multiple details from Azure AD, take advantage of all the template possibilities with Apache FreeMarker.
Tutorial
Organize issues into location-based queues based on the Azure AD
Configure a connection to your Azure Active Directory using Elements Connect and fetch the reporter’s office location when a request is opened. Then leverage this value in your Jira Service Management project queues configuration to triage issues to the right place.
Have questions about querying your active directory to bring data inside Jira?
FAQ
What ADs can I use with Elements Connect? Can I get data from Okta?
You can use any AD that offers a REST API with one of the authentication types we support, or that’s built on a SQL database.