Automatically link Jira issues

If customers create issues directly in your Jira instance, by using Jira Service Desk or via direct access, Atlas CRM can automatically link the contact and company to the issue. Atlas CRM uses the email address of the reporter for this and goes through several configurable steps.

Linking checks

Check 1: Link contact based on email

This check tries to find an Atlas CRM contact with the same email address as the reporter of the issue. Once there is a match, it will link the contact to the issue and transition to the next check.

If this check fails, it will not link a contact and move on to check 3.

Check 2: Link company based on contact

This check will try to link a company to the issue based on the contact from check 1. If the contact is linked to only 1 company, this company will be linked to the issue.

If the contact is linked to multiple companies, it will not link a company and move on to check 3.

Check 3: Link company based on domain

This check will try to link a company to the issue based on the email domain of the reporter. It will try to match the email domain of the reporter to a website domain of a company.

For example: an issue created by john.doe@avisi.nl will be matched to a company with the URL www.avisi.nl.

If it can't find a company with the same domain, the process will be over and the issue will not be linked to a company.

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.
  • Click on the Add a Project button and choose a project from the dropdown menu.
  • Find the project in the overview and select one or more checks.

If you want to use check 2, make sure to enable check 1. Check 2 relies on the result of check 1 in order to work.

Automatically link issues in Atlas CRM