I've searched all the templates and issue types, not one offers a field for an external customer to enter in their phone number. Have I gone blind or is there no phone number field at all?
All the template that are supposed to be used for external customers and public portal eg Facilities Management, Customer Service, External Service Project fail to capture the most basic information such as a name and phone number.
@Leon I have not reviewed all the templates but would not be surprised if that is the case as to how the service desk is designed to work. The great thing about the service desk is that you can customize it to meet your team's needs. If the phone number is required you can quickly add the field on your form.
Add custom field to a team managed project - https://support.atlassian.com/jira-service-management-cloud/docs/customize-request-fields-in-next-gen-service-projects/
Add a custom field to a company manager project - https://support.atlassian.com/jira-service-management-cloud/docs/add-a-new-custom-field-to-a-project/
I still find it ridiculous that Jira Service Desk / Service Desk Management does NOT allow you to enter a customer phone number 'out of the box' !
Can you explain what the thinking was here @Brant Schroeder
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@Michael Green you would have to ask Atlassian. I am just part of the community and a user of the product.
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I have added a custom field for number, but still can't get it to format with hyphens for phone numbers. It will only take contiguous characters and then Jira auto-inserts commas. Not having a Phone Number field as a base field in a ticketing system is beyond unreal.
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Jira auto-inserts commas in a number format field which can used for amounts in different currencies but not phone numbers. I also have the same issue. How to get rid of the commas? Is there a way to format it just like we do in Excel?
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