Show customers their Attio details on the Jira Service Management portal

Updated
View as text
Open in Confluence
Open in ChatGPT Open in Claude

To show customers their Attio details on the Jira Service Management portal, open the project's Attio settings and go to the Customer portal tab. Choose the record type, how the signed-in customer is matched, and the Fields published to customers. Then select Switch the panel on and confirm. Customers see a More details panel on their requests, showing only what you published.

#Before you start

  • The project is a Jira Service Management project and you are its administrator. The portal panel only exists on a service management portal.

  • Attio is connected to the project. The tab says Connect Attio first if not.

  • You have decided which fields are fit for customers to see. Nothing is copied from the agent card.

#Steps

  1. Open the project's Project settings, Apps, Attio, and go to Customer portal.

  2. Under Record type a customer lives in, choose the object, such as People or Companies.

  3. Under Who the panel is matched to, choose The person signed in or Their company, and the attribute to match.

  4. Under Fields published to customers, tick each field to publish. Type a test address in Customer email address to preview real values.

  5. Select Switch the panel on, read the list under Publish CRM fields to customers?, and select Publish these fields to customers (or Do not publish anything to back out).

#What happens next

The tab reads The customer panel is on. Customers who match a record see the published fields on their requests. Anyone else sees an empty More details frame, which names no vendor or system. To stop, select Switch the panel off. Resetting the project's Attio setup also switches it off.

#If it does not work

  • Saved, but the customer panel is not switched on yet: a site administrator needs to approve the app's new permissions in Admin Hub. Then switch the panel on again.

  • Switch the panel on is greyed out: no field is published yet, or the record type and match are not chosen.

  • A customer sees an empty panel: they are not in Attio under the address they signed in with, or the matched attribute is empty.

Each customer sees themselves, and only what you chose.