Create product entitlements for your customers
An entitlement represents a customer's access to a product or service and includes important details related to that access. Agents can view these details on a customer’s profile or on a work item to get additional context when working on support requests.
Add your products
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.
To add a product:
From your sidebar, select Customers.
On the Products tab, select Add product.
Enter the name of your product or service.
Select Add.
Create entitlement detail fields
Entitlement detail fields allow you to add details of your customers' entitlements, like support level, product tier, number of licenses, expiry date, or any other relevant information.
Entitlement detail fields are displayed for all customers and apply to all products on your Jira site, not just the current project.
You must be a Jira admin to create entitlement detail fields.
To create an entitlement detail field:
From your sidebar, select Customers.
On the Products tab, select Manage entitlements, then Manage detail fields.
Select Create field.
Enter the name of the field and select a field type.
Choose who you want to be able to view and edit the field.
Select Create.
You can add a maximum of 50 detail fields.
Create entitlements
You can create entitlements for individual customers or for an organization. If you create one for an organization, all customers in the organization will be associated to the entitlement.
Before creating entitlements, you need to add at least one product.
To create an entitlement:
From the sidebar, select Customers.
Select a customer or organization.
Select Create entitlement.
If you selected a customer that is in an organization, select whether you want to create an entitlement for the customer or the whole organization.
Select the product the entitlement applies to.
Select Create.
After you've created an entitlement, it’ll appear on the customer or organization’s profile page. If you’ve created entitlement detail fields, you’ll be able to start adding details to the fields on their profile.
Import entitlement details using an API
If you store your customers’ details on another database, you can import them using a REST API. This will import values into fields that already exist, but it won’t add new fields.
If you want to import details for fields that don’t exist, you need to create the fields before starting your import. Find out how to import details with an API.
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