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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 an issue to get additional context when working on support requests.

Add your products

In Jira Service Management, products refer to any products or services your customers have entitlements to. Adding your products allows you to create entitlements for your customers.

  1. From the navigation on the left, select Products.

  2. Select Add product.

  3. Enter the name of your product or service.

  4. Select Add.

Create entitlement detail fields

Creating entitlement detail fields allows you to add the details of your customers' entitlements. This could include things like: support level, product tier, number of licenses, expiry date or any other information about their entitlement.

Entitlement detail fields will be 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.

  1. From the navigation on the left, select Products.

  2. Select Manage entitlements.

  3. Select Create field.

  4. Enter the name of the field and select a field type.

  5. Select Create.

  6. If you want the field to appear on the issue view, enable the toggle under Show on issue view.

You can add a maximum of 50 detail fields.

Create entitlements

You can create for 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.

  1. From the navigation on the left, select Customers or Organizations.

  2. Select a customer or organization.

  3. Select Create entitlement.

  4. 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.

  5. Select the product the entitlement applies to.

  6. Select Create.

After you've created an entitlement, it will appear on the customer or organization’s profile page. If you’ve created entitlement detail fields too, you’ll be able to start adding the details to the fields on their profile.

Importing entitlement details through 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 will not add new fields or import new customers or organizations. If you want to import details for fields that don’t exist, you need to create these fields before starting your import. Read the documentation for importing details with an API.

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