About products and entitlements
In Customer Service Management, products refer to any products or services your customers have entitlements to. Adding products allows you to create entitlements for your customers.
An entitlement represents a customer's access to a product or service and includes important details related to that access. These details could include: support level, product tier, number of licenses, expiry date or any other information about their entitlement. Only Jira admins can create entitlement detail fields. Agents can view details on a customer’s profile to get additional context when working on support requests.
Add the entitlement field to forms
The Entitlement field is included in the work types that come with your project, so your team will be able to see it on all work items. You can also add it to request forms so customers can choose the product relating to their request from a list of products they have entitlements to.
Before adding the field to your forms, first add your products and create product entitlements for your customers.
To add the field to a form:
In your customer experience, select Forms from the sidebar.
Find the form you want to add it to or create a new form.
Find the Entitlement field in the fields list and drag and drop it into the form fields section.
Select Save changes.
If the Entitlement field is a required field in a request form, customers without entitlements won't be able to submit the form as they won’t be presented with any options for the field.
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