We have three 'agents', managing incoming technical support requests in jira service mgmt.
They also have the ability to escalate tickets to our developers, who are using jira software.
However, the developers don't seem to be able to see customer details inside the escalated tickets. All they see is the customer name. However, we have way more details that we would like to share. For example, the serial number of the product that is linked to that customer. Is there a way to allow the developers to see those custom customer detail fields as well inside the escalated ticket?
