View customer's email address in jsd view screen

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..

1 answer

0 votes
Susan Hauth Community Champion Sep 01, 2017

Hi Kristin,

Are the "Staff" agents?  If so they can view information about the customer in the Customers tab of Service Desk.

Not sure what you mean by "have it escalate to a project story"?

Cheers,

Susan

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.

Thanks,

Kristin

Susan Hauth Community Champion Sep 01, 2017

Hi Kristin,

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:

https://community.atlassian.com/t5/Answers-Developer-Questions/Automatically-update-comments-status-between-JIRA-Service-Desk/qaq-p/527308

And there are some other discussions on the same scenario in Community.

Susan

Susan,

I'll give that a go and thank you for the resource.

Happy Friday,

Kristin

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

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 ...

2,755 views 11 18
Join discussion

Atlassian User Groups

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!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot