Automatically Pre-Fill Jira Custom Fields Using IDP Attributes
Jira request forms often ask users to re-enter basic details like name, email, or department; data already available in the Identity Provider (IDP). This results in repetitive data entry, slower ticket submission, and inconsistent information that hinders efficient support.
Business Challenge
In many enterprise environments, users are required to manually fill out various fields such as name, email, organization, department, and other identifiers while raising requests through the Jira customer portal. These fields often collect information already available in the Identity Provider (IDP), leading to:
- Redundancy and poor user experience due to repetitive data entry.
- Delays in request submission because users must manually input known values.
- Inconsistencies due to human errors, such as typos or incorrect entries.
- Limited context for administrators who may require user-specific data (like subscription level, department, access tier, etc.) to process and prioritize requests effectively.
A common complaint that has come up from admins is:
“We want to prioritize tickets based on subscription level and user role, but that data isn’t available unless the user types it in, and they often get it wrong.”
Solution Overview
The Custom Field Attribute Mapping feature allows Jira administrators to map Jira custom fields with IDP attributes via an easy-to-use configuration panel.
Here’s how it works:
- When a customer logs into the Jira customer portal via SSO and initiates a request, all mapped Jira custom fields will be automatically pre-filled with values retrieved from the user's IDP profile.
- This automation improves the speed, accuracy, and user experience of the request-raising process.
- Admins gain deeper visibility into request metadata without requiring manual input from the user.
Support for Multiple IDPs and Attributes
In environments with multiple Identity Providers (e.g., Azure AD, Okta, Keycloak), an admin may want to ensure that a custom field (e.g., Organization) is filled regardless of which IDP the user authenticated with.
To support this, the feature allows admins to configure multiple IDP attributes for a single custom field. The system will sequentially evaluate the configured attributes and populate the field using the first matching attribute. This ensures flexible configuration for organizations with diverse IDP setups.
This feature empowers teams to:
- Eliminate redundancy
- Improve data accuracy
- Enrich request context with minimal effort
- Enhance user satisfaction and request processing efficiency
Use Cases
Use Case 1: Eliminating Redundant Data Entry
Scenario:
A customer raises a support request through the Jira Service Management portal. The request form asks for the customer's name, email, and organization, fields that are already stored in the user's IDP profile.
How it Helps:
With the mapping feature enabled, the custom fields are automatically populated with values from the IDP, saving time and reducing the chance of errors.
Use Case 2: Providing Additional Context to Admins
Scenario:
An enterprise offers different subscription models (Basic, Premium, Enterprise). Admins want to know the subscription level of the requester to prioritize and route the ticket accordingly.
How it Helps:
A custom field like Subscription Level can be mapped to an IDP attribute (e.g., idp_subscription_tier). When the request is raised, this field is auto-filled, giving the admin immediate visibility.
Use Case 3: Role-Based Ticket Routing
Scenario:
Organizations often assign roles (e.g., Developer, Manager, Sales) to users in the IDP. Support requests might need to be routed or processed differently depending on the requester’s role.
How it Helps:
A custom field User Role is mapped to the idp_role attribute. Automation rules or workflows in Jira can categorize or assign tickets automatically based on the value of the field.
Key Benefits
Automate user data population across service portals to ensure accuracy and support complex identity environments.
Consistent Data
Eliminate the possibility of typos or incorrect values. All entries are pulled directly from the IDP profile.
Flexible for Complex Environments
Supports multiple IDPs and fallback attributes, ideal for hybrid or large enterprise setups.
Streamlined Request Submission
Auto-filled fields reduce ticket creation time and boost user satisfaction.
Conclusion
The Custom Field Attribute Mapping feature from miniOrange’s JSM SSO app bridges the gap between user identity data and ticket metadata. By leveraging identity attributes to pre-fill Jira custom fields, this feature significantly reduces friction in the request process. Thereby, it can help significantly enhance data accuracy and enable smarter workflows for administrators and support teams alike.
