Custom Field Mapping for Jira, JSM, and Zendesk Integrations

Why does custom field mapping matter?

In many organizations, IT and Operations teams work across multiple tools: Siit for internal request handling, Jira or JSM for Engineering or Product teams, Zendesk for Customer Support, and so on.

When a request created in Siit needs to be synced or escalated to one of these external platforms, it’s critical that the information is mapped accurately — so no data is lost, misrouted, or misunderstood.

That’s where Custom Field Mapping comes in.

What you can do with custom field mapping?

Siit’s Custom Field Mapping feature gives you full control over how requests are sent to and synced with external platforms like Jira, JSM, and Zendesk.

With it, you can:

• Align your internal request fields (e.g. status, priority, category) with custom fields on the destination tool

• Route specific request types or values to the right queue, form, or team

• Ensure that external teams receive the right level of context to take over the request seamlessly

It helps eliminate friction and prevents miscommunication between teams — especially when different tools are used for internal and external workflows.

How to set it up in your integration settings

To configure custom field mapping:

1. Go to  your Integrations Library and select the integration (e.g. Jira, Zendesk)

2. Click Settings

3.     Navigate to the Field Mapping section.

4.     For each Siit field you want to map:

• • Choose a Siit source value:

    • Standard values like Status, Priority, Request ID, etc.

    • Or custom values from the Service Catalog (i.e. specific form questions and answers)

5.     Match it to the corresponding custom field in the external tool.

6.     Save and test the configuration to ensure correct data transfer.