Helpdesk Standard Fields

Question

Hello, folks,

I am currently working as a temp in a software development company in Germany that is about to set up a helpdesk. I’m still pretty inexperienced with Jira, so forgive me for any mistakes. My task now ist to create an Agent field under the „People“ tab by default when looking at the issue as an administrator or agent and after hours of skipping through the settings I still didnt get any further . I would be very happy to get an answer. If you need more information, just ask.

Yours sincerely

Maku

rzh535 · Answer

Hi @Christopher Jaksch,

Sorry the answer took so Long, i was on vacation last week.

As you have already mentioned, I want to achieve that you can enter an employee in this field who will then take over the Problem. I have already integrated the "Agents" field in this Project, but it only appears when you create a Problem on the page. However, an empty "Agent" field should aslo be created by default if, for example, an E-Mail is recieved.

Best Regards

Christopher Jaksch · Answer

Hi @rzh535,

* what are you trying to achieve with this agent field?
* What information should this field contain?
* Must the field appear only on agent side or also on the customer side?

Normally an agent is set as assignee in a service desk request.

Best wishes
Chris
STAGIL