One of the fields in our Service Desk customer portal is a user picker which pulls there user name from the internal directory and displays it on the ticket. I would like to have a field for the user's telephone number that is auto populated from the directory when the ticket is created. I have been looking at Script Runner and Automation for JIRA, but I have been unsuccessful so far. Does any one know how I might be able to do this?
Not an automated method but you might want to consider using a cascading selection custom field. The first field is the user the second is the telephone number. When the user is selected the only option in the phone field is the singular number. Granted this might be cumbersome to manage if you have many customers and it changes frequently but I suspect you will have that challenge w/ whatever option. The other option is to look at plugins to help automate this.
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