System
Jira Service Management, Microsoft Entra ID
App: User Profiles for Jira (Microsoft Attributes Sync)
Short Description
Reduce ticket resolution time by giving IT agents full visibility of user details from Microsoft Entra ID directly in Jira tickets.
Challenge
IT support agents often face the challenge of incomplete information when resolving tickets. Without easy access to contact details or department data, agents need to reach out to reporters or search other systems, leading to longer resolution times and unnecessary communication steps.
Actors
💻 Rita – IT Support Specialist
👔 John – Employee
🛠️ Taylor – IT Admin
Actors’ Goals
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John (Employee): Wants his request to be resolved quickly without having to provide additional details.
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Rita (IT Support Specialist): Wants to have complete and accurate reporter information available in Jira to resolve tickets without back-and-forth communication.
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Taylor (IT Admin): Wants user data from Microsoft Entra ID to be synchronized with Jira automatically, ensuring information accuracy.
Use Case Scenario (step-by-step)
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John submits an IT request through Jira Service Management.
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The ticket is automatically assigned to Rita.
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When Rita opens the ticket, she immediately sees John’s department, phone number, and office location synchronized from Microsoft Entra ID and displayed on the issue.
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With all relevant details available, Rita identifies the issue context and solves the ticket without back and forth.
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The ticket is resolved faster, and John receives a timely update.
Outcome
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IT support agents like Rita can resolve requests without repeated communication, as all reporter details are readily available in Jira.
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Employees like John spend less time following up on their requests.
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The company benefits from shorter resolution times and more efficient service operations.