Get started with Jira Service Management for admins
Your first stop for learning how to get started with Jira Service Management.
Manage customer detail fields
To use this feature, turn on Customer service management on the Features page in Project settings.
To offer seamless customer service, it is important that your team has quick access to the key details of every customer.
Admins in Jira Service Management can create customer detail fields that agents can fill in later to maintain important information about all your customers.
Create customer detail fields
Admins can create detail fields that are displayed on customer profiles. When you create a field, it will be displayed for all customers in Jira Service Management and not just the current project.
To add detail fields:
From your service project, go to Customers.
Select the name of any customer.
Select Customer actions (•••), then Edit details.
Select Create field to create a new detail field.
Enter a label that describes the detail you want to capture. (for example, “Address” or “Phone”).
Select a type for the detail field:
Text for plain text
Single-select dropdown to select one value from given options
Multi-select dropdown to select multiple values from given options
Email to add email address
URL to add web links
Date to add a date
Number to add a numerical value
Phone number to add a contact number
Edit customer detail fields
While editing customer detail fields, you can modify only its label. Currently, changing type for an existing field is not supported.
To edit detail fields:
From your service project, go to Customers.
Select the name of any customer.
Select Customer actions (•••), then Edit details.
Select More (•••) next to the field you want to edit, then Edit field.
Modify the label for the detail field.
Any changes you make to the detail fields will be displayed for all customers in Jira Service Management and not just the current project.
Delete customer detail fields
Administrators can delete detail fields that are displayed on customer profiles. Any fields that are deleted will be removed for all customers in Jira Service Management and not just the current project.
To delete detail fields:
From your service project, go to Customers.
Select the name of any customer.
Select Customer actions (•••), then Edit details.
Select More (•••) next to the field you want to delete, then Delete field.
The field and all its associated data will be removed from Jira Service Management.
Was this helpful?