Agent View guidance/help

[Shannon]

We have created customer request forms using fields that aren't multi-line text; i.e. radio buttons, single selection, etc. Those fields can't be put into the main issue view and must be stored in the right pane. We've already filled the right pane with standard data for service management (assignee, reporter, due date, etc). 

Therefore, getting to the data the customer provided that is required to take action on the service requests is buried. Some things we've looked into already and have been disappointed by:

• Hiding empty fields (helps a little, but still requires us to un-standardize the agent view of tickets in order to prioritize request-specific fields)
• Use a second tab to house customer populated fields (helps a little, but because you can't put fields on multiple tabs, it requires the agent to navigate back and forth, the tab is also at the very bottom of the right nav requiring scrolling and the feeling of being secondary info when it's essential info)
• Instruct our agents to view the issue from the customer portal (just a little funky)
• Instruct our agents to create an issue filter for request types they often work on to view all relevant data in one place (this isn't much better than using the tab option)
• Wild idea #1 Send an automated email including the custom data as an update to the ticket 
• Wild idea #2 Try an automated action to concatenate the custom data as an update to the ticket 

Ideally, the agent view of the issue would look like the customer view of the issue, including all the entered fields (not just multi-line text fields). 

What are some recommendations that we haven't thought of above?

[Shannon · Accepted solution]

This appears to only be an issue due to our use of the plugin "Extension for Jira Service Desk". When fields are added to the form using Dynamic Forms (Extension), those fields aren't displayed to the agent in the issue view like the standard functionality offers for the fields placed on the "Customer request form". I have submitted this question to the developers of the plugin and will update here if I receive anything back.