Atlas CRM Cloud
Search…
Automatically link issues
Use autolinking of Jira issues to get more efficient

Jira automatically link issues

When a customer creates issues in your Jira or Jira Service Desk, Atlas CRM can automatically link related customers to these issues.

Configuration

Automatically link issues is disabled by default. To enable this feature
  • Log in as a Jira Administrator.
  • Open the Atlas CRM Settings.
  • Navigate to Jira features.
  • Choose select a project to start configuring the linking of issues per project

Linking flow per project

You can enable three options when configuring this automation. We will explain the result of enabling each option below:
Example: The customer with email address [email protected] creates an issue in your service desk.
The issue reporter's email address will be used to find a company that belongs to this issue. The domain of the email address (avisi.nl) will be compared to the website field in the companies template. This means that if you have created a company in Atlas CRM, with a matching domain in the website field (e.g. https://www.avisi.nl - www.avisi.nl - avisi.nl), this company will be linked to the issue.
Note: Enable this option for this behaviour. If multiple companies match the reporter's email address domain, only one will be linked.
The issue reporter's email address will once again be used, this time to find a contact that belongs to this issue. The email address will be compared to the email field in the contacts template. If there is an exact match found, this contact will be linked to the issue.
Note: Enable this option for this behaviour. If multiple contacts match the reporter's email address domain, only one will be linked.
Tip: When you have Jira User Syncing enabled there will always be a match, since there will be a contact in Atlas CRM for every Jira user and Jira Service Management customer.
If there is a contact found in the previous step (Link contact based on reporter's email domain) and that contact is linked to one company, that company will be linked to the issue as well.
Note: Enable this option for this behaviour. If there are multiple companies linked to the found contact, none will be linked.
Last modified 5d ago