We've recently switched to JIRA Service Desk and one of the most common requests is to reset a password. The service desk employees have typically used data sourced from our HR system to verify the end user. In the old system this was phone number, location and employee ID among others presented on the call view screen. I've sourced the phone number and location from our Oracle based HR system using nFeed. But to me this could be an ongoing request for more information that is being replicated in each call.
What is the best way to retrieve the data but not necessarily store it with each issue? The data is only really used at that time and then is never needed again. What is the potential problem of storing this data with each issue? We resolve between 4500-5000 calls per month.
This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.Read more
...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...
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