I'd like for staff to be able to view the customer's email address or at least have it escalate to a project Story when those types of escalations occur. The project lead and staff have direct contact with end users so they need to be able to use this once that transition takes place..
This department's workflow is: an issue is raised in the JSD. If it relates to the department's project, there's a post function that creates a story in the project. Once it goes into the project, the end user doesn't have a license for JIRA and agents communicating with them via the JSD becomes extremely cumbersome.
That being said, if I can get the email field visisble in the view screen in the project, that would save the agents from multiple clicks and copying and pasting.
THere is perhaps some scripting that could copy in that information to a custom field, comment in the software project. Alternatively there are ways for the comment and have that comment also appear in the linked issue.
I suggest you look at maybe this answer:
And there are some other discussions on the same scenario in Community.
Hey Atlassian community, I help lead engineering at Sentry, an open-source error-tracking and monitoring tool that integrates with Jira. We started using Jira Software Cloud internally last year, a...
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