Why is email blank under customerDetails?

unknown

JSM Cloud

Anyone know why the Email field shows "None" under "Customer details" in the side panel of the ticket for all our employees?

The reporter (employee's name & work email) is in our customer list and a member of our customer organization.

The only thing I can think of is that Jira is recognizing our email domain as internally managed by SSO. Anyone confirm or correct me?

 

The reason for my question is because I'm trying to create a custom Assets field that matches the laptop owner with the ticket reporter.

Matching by name works but some people have a name mismatch between their laptop owner and Atlassian profile name. Any clarity is greatly appreciated!

Tomislav Tobijas

Hi @[deleted],

I believe you're referring to the customer detail field. This field is not automatically/natively filled in (based on the customer's original email address). In this example, once you create this global field, you would need to navigate to each customer and enter that value manually (if you're not using some kind of automation, REST APIs, or something else).

On the other hand, you could check out the following articles/discussions that might help out with constructing these references/connections between the reporter and specific objects:

• How to use Assets and Jira SM for use case Reporting broken hardware 
• AQL connecting jira assets to current reporter 

There are a lot more variations on the topic but I believe you'll get the idea.

Customer detail fields are usually designed just to display specific information to the agent who's working on tickets (e.g. email address, phone number... for the customer who raised the ticket).

Cheers,
Tobi