Problem Definition

When raising a request on behalf of customers, Agents could only select the customer based on name or email address. There is no other information of the customer to be displayed in the request form to help Agents to verify the customer.

Suggestion

To have some fields in the form to be retrieved from JIRA or external directory and populated when a customer is selected as the reporter. For example,

• Phone number
• Title
• Department
• Location
• Timezone

Why is it important

It helps Agents to verify the customer information, whether it's the dedicated customer or the information requires an update.
It also helps to filter customer by location.