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Share customer detail fields when escalating ticket

Peter van Meir March 25, 2024

We have three 'agents', managing incoming technical support requests in jira service mgmt.

They also have the ability to escalate tickets to our developers, who are using jira software.

However, the developers don't seem to be able to see customer details inside the escalated tickets. All they see is the customer name. However, we have way more details that we would like to share. For example, the serial number of the product that is linked to that customer. Is there a way to allow the developers to see those custom customer detail fields as well inside the escalated ticket?

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Kris Dewachter
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 25, 2024

Hi @Peter van Meir ,

Welcome to the community.

Where do you have these "Customer Details" stored now ?

Best regards,

Kris

 

 

Peter van Meir March 25, 2024

Thanks you @Kris Dewachter 

 

I've created these fields inside a 'customers' page. And by clicking 'Create Field'. So when you go to a specific customer, that's where you see those Customer Details.

Best!

Peter

 

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Kris Dewachter
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 25, 2024

Hi @Peter van Meir ,

I presume you are using the "Customer Service Management" feature of Jira Service Management. According to the documentation, this information seems only visible to agents.

If you have Jira Service Management Premium, maybe you can this customer information in Asset Management ?

 

Best regards,

Kris

Peter van Meir March 25, 2024

Aha, thank you @Kris Dewachter 

I wasn't aware this info can not be shared with anyone esle than agents. I will look into the premium plan than and see if Asset Management would be of help.

Thanks, best,

Peter

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