Jira Service Management 

If you have Jira Service Management installed, customers who request help can be grouped together in organizations. 

Jira Service Management Organizations

All of your Jira Service Management organizations are automatically picked up by Crumbs and shown in the customers list on the home page. You can then add additional information to them by editing them in Crumbs.

All Jira Service Management organizations are displayed using the  logo (see Searching and viewing):

• to the right of the customer (table view) on the home page.

• to the right of the breadcrumb at the top of the customer details page.

When you update the native 'Organizations' field in a Jira Service Management issue, Crumbs automatically selects the corresponding customer in Crumbs, meaning that your agents can immediately refer to additional information in context.

Limitations

It is not possible to edit the name of Jira Service Management organizations in Crumbs. In addition, it is not possible to remove Jira Service Management organizations directly from Crumbs. If you need to do either of these things, then you should do so directly in Jira Service Management. See here for more details.

If you have Jira Service Management installed and have created a custom field named 'Organizations', using JQL to search for linked JSM customers will not work. This is because the 'Organizations' field is reserved and required by Crumbs to function correctly. To ensure JQL searches work properly, please rename your custom field.

Migrate customers to Jira Service Management

It’s possible that the customers you see in Crumbs are a mixture of:

• those that you or your users created in Crumbs;

• those that were automatically picked up as Jira Service Management organizations.

If you’d like to convert the first of the above to Jira Service Management organizations, you can do so by following the steps below.

1. Go to the Crumbs home page via Apps > Crumbs.

2. Find the customer that you want to migrate to Jira Service Management and view the customer details.

3. On the top right, click on ‘…' > 'Migrate customer to JSM’ and confirm the migration.

Customer details including fields, linked issues and notes will automatically be migrated and you can now add the organization to a Jira Service Management project by:

1. Going to a Jira Service Management project > Customers.

2. Click on ‘Add organizations’ > search for the customer that was migrated and click Add.