JIRA integration controls how support cases created from within Sapera are forwarded to Cloud Retail Systems' support system (Jira Service Management). With the correct setup, each case is automatically linked to your organization, so your colleagues can follow the case's progress in the customer portal.
The settings are found in Shop Manager. Open the hamburger menu in the top left corner of Sapera, select Financial, and then go to Setup and Settings. Select the category JIRA integration.
Adjusting the integration normally requires administrator or setup permissions.
Organization name: Here you enter the name of your organization, exactly as it is created in the support system (Jira Service Management). The name is agreed with or provided by Cloud Retail Systems' support. The field is empty by default.
When a support case is created from Sapera, the system looks up the organization based on this name. If a match is found, two things happen automatically: the case is linked to your organization, and the organization's other users are added as participants on the case, so they can follow it in the customer portal.
If the field is empty, or the name does not match an organization in the support system, the support case is still created — but without a link to your organization. The consequence is that the case does not automatically become visible to your colleagues in the customer portal. It is therefore important that the name is written exactly as agreed with support.
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