ITSM with Multiple Customer Organization and Contract Type

Features of Insight and JSM you can try in this demo

Using the Insight custom field with Filter scope configuration which contains the currentUser() function
IQL configuration with Inbound references and dot notation functions
Edit Insight custom field automation action with the combination of IQL and smart values
Using JSM services objects together with Insight objects
Insight object schema configuration with the object attribute type

Detailed solution use case description

Dummy Company operates a customer service system to process and resolve support requests from its customers according to the different types of contracts in force. Dummy Company provides 3 types of services:

Software consultancy
Software as a Service
Infrastructure as a Service

Customers can contact the Customer Support Team with multiple types of inquiries:

Fix an account problem (SaaS)
Request a new account (SaaS)
Request admin access (SaaS)
Get IT help (IaaS)
Request new hardware (IaaS)
New mobile device (IaaS)
Get help (Software consultancy)
Report a system problem (SaaS)
Report broken hardware (IaaS)
Investigate a problem (SaaS)
Request a change (SaaS)

The company operates a closed Customer Service Portal where only those customers can submit requests who are added by the Service Management agents. In addition to the organization administration in the customer portal which ensures the right customer permissions and request shareability, there is an extensive Contract, Service, and Asset management system in Insight. This system helps the agents and the service delivery managers to identify and assign the relevant contractual terms to the services in an automated way. The end results are better manageable and more profitable contracts without a missing cost or billable revenue and easier request submitting for the customers.

The Asset management records contain information about which hardware was shipped to which organization, including the exact end-user or deployed service data. On the customer side, the end-user will not have to search for the date of his or her devices when reporting a hardware error. On the other side when a business service ticket is submitted, the agents can immediately see the related devices and components that could be affected in the event of an incident or change or use the Jira Service Management premium extra functions such as alert management, on-call shifts or major incident management (these last three functions are not configured in the demo environment).

ITSM in Jira Service Management: Customer Support solution guide and what results to expect

1. Log into the demo customer portal as the Botsford Engineering Ltd. customer:

email: minfdemo.customer+botsford@gmail.com
password: fordomer789

2. Submit a “Report broken hardware (IaaS)” ticket under the Computers portal group and make sure that you fill out the Affected personal hardware(s) field.

3. In a new incognito window log into the demo customer portal as the Hills Software Ltd. customer:

email: minfdemo.customer+hills@gmail.com
password: fordomer789

4. In this incognito window submit the “Report broken hardware (IaaS)” request type again with the Hills Customer user and you will see that the choices are different in the Affected personal hardware(s) because this user has different assigned objects.

5. Go back to the first window and submit a “Get help (Software consultancy)” request with the Botsford Engineering Ltd. customer under the Application group. Make sure you choose a value in the Affected services field.

6. With the same Botsford user as the previous point submit a “Report a system problem (SaaS) request under the Application group with the “Botsford Email service” value in the Affected services field.

7. Now is time to examine as an agent, what magic was done by the automation rules after the recent request creations. Log out from the private browser window and log in again with your Service Management agent user:

email: mi.demoagent@gmail.com
password: agedem582

8. Open the agent view of the Service Management project and go to the All open tickets queue.

9. Let’s have a look at the Botsford customer’s first ticket (2. point), you can see that the Contracts field is filled with the “IaaS Contract for Botsford” value. And if you check the Hills Software Ltd. customer’s ticket (4. point), then you see in the Contracts field is filled with the “IaaS Contract for Hills Software” value.

This is the result of the “Fill Contract based on reporter's domain and the request type” automation. It has two input parameters: one is the user parent Organization which comes from the domain part of the user email address. The other parameter is the contract type which comes from the value between the brackets at the end of the request type name.
If you check the ticket from your third point, you see the “Consultant Contract for Botsford” value in the contract field because of the request type.
And the last result of the automation rules is the “Affected server hardware(s)“ value on the issue from your fourth point in this list. As you can see it is filled with the corresponding server based on the value of the Affected service field. This was done by the “Fill out Affected Server for services” automation rule, which is simple but powerful.
You have reached the overview of this demo, but we suggest having a look at the Insight object schemas (Services, Outsourcing Services Department), and the mentioned automation rules. With these insights, you will have a better understanding of the extensive possibilities of the Jira Service Management premium subscription.