1.If i have already updated the customer details field for a particular customer and if the same customer raises a new ticket whether the customer details which i have entered already will auto populate?2. I'm maintaining few customfield whether i can populate those in to the customer details field?
Hi Preethi, wellcome to the community!
It would depend on what the details of this customer are. Details such as the e-mail or display name are displayed in tickets, not really stored in them, so you would see the newly changed data no problem.
Different information wouldn't update so easily. You mention that you have some custom fields, which I imagine are probably gathering data from a DB, Assets, or automations with conditionals. In that case, you would need to update the data with Bulk Changes Edit multiple work items at the same time | Jira Service Management Cloud | Atlassian SupportCustom fields do not update by themselves, they need to be modified by a user, Automations or plugins 😊
Hope that was helpfull!
Regards,
Jaime Escribano
Hello @Preethi ,Welcome to the community !If the customer details for particular customer is on a field - that would be on that work item only, you may need to do automation or other mechanism to copy again to new ticket. If you've assets, then you can fetch the assets location details and populate on the new ticket
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