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The fastest way for our service desk is to lookup a users by his phone number, since we get most of our incidents by phone and we have the phone number on screen.
How can the agent set the "Reporter" field by searching for a phone number?
I did connect "Active Directory Attributes Sync" and I have the information on the user's profile page. But the Jira Service Desk does not search these items, only by name, username and email.
I could be wrong, but I don't see a way to do this unless you create your JSM customers by phone number.