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Update data by agent

This page describes where service agents can find saved information about customers and organizations.
The service agent can easily edit information about customers on the issue in the service project (on the element called 'issue context').

🐾 Steps

  1. 1.
    Go to the service project and select the issue
  2. 2.
    Click Customers and Organizations: Show customer information
  3. 3.
    The table view opens. The content of this view is described in the table below
Section
Description
Customer
You can click on the name and select between customers from Reporter and Request Participants fields.
Requests
The number of Open and Closed requests. By clicking on them, you are redirected to the issue navigator (it opens in the new tab). Classic service projects
  • Open: reporter = accountId AND project = projectId AND resolution is EMPTY AND "Request Type" is not EMPTY
  • Closed: reporter = accountId AND project = projectId AND resolution is not EMPTY AND "Request Type" is not EMPTY
Next-gen service projects
  • Open: reporter = accountId AND project = projectId AND statusCategory != done
  • Closed: reporter = accountId AND project = projectId AND statusCategory = done
Additional information
Here you can find all values collected in the form (provided by customer or service agent, depending on the configuration).
Organizations
If the customer is added to the organization, here you find details about this organization. The field types are also defined in the form creation section.
If you don't see the Customers and Organization element, please contact your Administrator to grant you the Customers & Organizations Browse Permission.
Click on the field value (in tabs Additional information or Organizations) to make the update.