We need to improve the Jira Service Desk to use it when called to the IVR.
At the time the customer first calls us, he needs to be given a numeric ID for future reference. We provide the Issue ID that is registered with the Jira Service Desk. (i.e., AT-3243).
When the customer calls back to our URA to know the status of the open call, he can not enter the issue ID for the reason that his cell phone or phone can not type letters in the URA.
What suggestion do you give me to solve this question?
1. Is there any way to provide only numbers in open issues?
2. Can I generate a custom field with unique numbers and try to configure for the URA to search for this field?
3. Is there any plug-in that can help us?
4. Can i develop some script or code that will be do this?
Thanks in advance
Every Jira issue has a numeric id such as 12315322 and then an issue key such as AT-3243. The issue key changes if you move the issue to another Jira project. Jira redirects in that case.
I suggest a scripted read-only custom field that shows the numeric issue id.
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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