How do you log users on bugs so you can come back to them once you fixed the issue?

Question

Hi there! I wonder how one would log users on bugs/stories/tasks etc. when they are impacted by that issue. The goal is to be able to come back to them once the issue is fixed.

We are working with Intercom which has an integration. But lots of issues are reported via phone or email and then this don't work. Any workaround or best practices here how to do that?

Thanks!

Lars Böhnke_8d6c35 · Answer

Nah no they are not JIRA users, they are just our customers. We use JIRA only for internal purposes.

Ok what a pity... Thanks!

Gregory Van Den Ham_2hc9n5 · Answer

Do you capture the users email and are they users of the system or imported via ldap?

typically you'd have them with accounts and have them as watchers or reporters to get updates.

If that doesn't apply and you just want to capture a way to reach them back - then a more manual process perhaps, such as a custom field to capture contact information and then the person closing can be tasked to reply to the users via that info.