Display Jira Service Management customer details in the issue view
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Summary
Learn how to configure customer details to improve agent's work, providing important information and context where it’s needed.
To use this feature, you must turn on Customer service management on the Features page in Project settings.
Environment
Jira Service Management cloud
Solution
Scenario 1
Admins can turn on the toggle to show detail fields in the issue view that are displayed on customer profiles. When you turn it on it will be displayed for all customers in Jira Service Management and not just the current project.
From your service project, go to Customers.
Select the name of any customer.
Select Customer actions (•••), then Edit details.
Show on the issue view there will be a toggle button, turn it on for the required fields.
Scenario 2
Sometimes, the field is not displayed even if the Show on the issue view toggle button is turned on. This might happen if the Customers field is not added to the request type configuration.
From your service project, navigate to Project Settings > Request types.
Select the Request type.
Go to the Issue view tab.
Verify if the Customers field option is added.
This can also be observed for specific request/issue types where the request type field is not configured. In such cases, the customer details will be visible only on a few tickets.
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