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 everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
We're bringing product updates and pro tips on teamwork to ten cities around the world.Save your spot