How an agent can know customer has other opened tickets ? Edited

[Denis MATTE]

Hello

When one user agent is creating a ticket for a customer, or is working on one ticket, how can he knows that the customer has other pending tickets ?

Is there a native way to notify the agent ? Is there an additional app covering that feature ?

Thanks,

Denis

[Andrew Laden · Accepted solution]

You could use one of the scripted apps to create a scripted custom field, where the script runs a JQL of unresolved tickets where reporter = this issues reporter, and returns a count of results.

[Denis MATTE]

Thanks Andrew

[Nicolas Grossi]

You have several ways to address that:

- Give customer access to Jira and all the issues reporter by the user assigned to the customer are the tickets that belong to that customer.

- Add a custom file to Select list with all your customers on the tickets (issues) and update it properly.

- Configure Jira to create issues based on emails (you have the original email address)

HTH