Hello,
I'm configuring JSM for the first time and I have some questions regarding customer detail fields.
My organization has a native CRM that holds all of our customer data. I've configured customer detail fields to have a few of those native CRM fields with the intent that when we import data, those fields will be visible and usable on issues requested by those customers.
The fields show up in issues when I expand the customer details, but now I'd like to do practical things with the fields. I was trying to do the following:
- Figure out how to configure an automation to fill in issue fields based on the customer detail fields
- Figure out how to filter issues based on the customer detail fields
For both of these, I'm only able to make use of custom fields, which don't appear to be the same as the detail fields I created on customers.
Any help would be greatly appreciated.
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