Perfect, glad we could find a suitable solution

You said: In this situation, allowing customers Modify Reporter permission is actually ok, as in addition to not seeing this field on the portal, they also will not have access to the issues in JIRA view. ->>> PERFECT for my needs. You may close the issue.
It's my fault, i have 'packet loss' in my brain, i try hundreds of scenarios and i have forgot to see the Portal from a simple user account (Sorrrry).

Cheers.

Hi oliviu.nita

As a note, that might help. Even if Customers have the Modify Reporter permission, they will never actually see the Raise this request on behalf of field in the portal.

This is because the field is special, and only visible to agents of the Service Desk. In your situation it might be suitable, if it is ok for agents to be able to modify the reporter in JIRA Issue View and when creating on the portal.

In this situation, allowing customers Modify Reporter permission is actually ok, as in addition to not seeing this field on the portal, they also will not have access to the issues in JIRA view.

Hope this might help

Regards
Matt
JIRA Service Desk developer

WOW! Not i start to understand why your support is legendary

I have disabled the Modify Reporter reporter ONLY for Users - Customer Portal -> the error message appears only on the Administration/Agent Side
No question to put back Modify Reporter permission... i could live with the message even if my direct sup have asked me this morning what is that message . I have explained and it was agree but no happy...
That: "Just as a side FYI, this field in the Customer Portal will only be visible to users that have agent permission, so customers will not see it." -> i notified that, and is perfect, except the message error on the Agent back end.
I will add 2 print screens on your ticket.

If not appropriate, kindly please delete/move the following:
One more question not related to this issue, i want to have your opinion: do i have to raise a Jira or i will have to wait for an answer (it's been passed 6 days already with no answer....)?
See here: https://answers.atlassian.com/questions/17434154/this-field-type-cannot-be-shown---you-must-provide-a-preset-value

Big thanks Matthew!

Hi oliviu.nita

Thank you for your message. Yes, it does appear that the warning message should not be displayed.

I have raised https://jira.atlassian.com/browse/JSD-1969 and would encourage you to add some more details there, and watch the issue.

As for workarounds, I believe that the Raise this request on behalf of field should not be present, but unfortunately there is nothing can do to remove the warning message other than put the Modify Reporter permission back.

Just as a side FYI, this field in the Customer Portal will only be visible to users that have agent permission, so customers will not see it.

Regards
Matt

Hello,

Good solution but with errors!
When i removed permissions, for changing the Reporter for all the users of the Portal, in the in the Authorization System of the Service Desk, i have this "minor" error on top of the Jira administration page (not able to add a screen shot, sorry) :

*Problems were detected. You must treat them.
Error authorization system
The configuration of the authorization of this assistance has errors that affect some features of the helpdesk . We recommend that you upgrade your licensing system to address this problem . The upgrade will copy your existing system and configure permissions requisites.See More
Hide details
The security type of Client Service - Portal Access should be attributed to :
Edit the reporter.*

There is a workaround? I need this fast because i have to present my progress on the Jira Service Desk to my superiors and i'm sure they will ask me: what's that error message?

Thank you.

No problem.

It's good to know that there was a suitable solution to your concerns.

Regards
Matt

Matthew

Thanks for this. In response to your suggestions, I have removed permissions for changing the Reporter for all the users of the Portal - this has removed this field and thus taken away the confusion caused - so thank you.

Regards
Jp

Hi Jon-Paul,

The "Raise this request on behalf of" field is a new feature that was initially introduced in JSD 2.1, that is actually a mapping to the JIRA reporter field from the Customer Portal. The use-case for this field, exactly matches your description of an agent receiving a phone call and creating a request on behalf of the caller. This direct mapping to reporter in JIRA could potentially be a long term replacement for your current custom field? nb. the person actually creating the request will be recorded in JIRA as the creator

However, if you would like to remove the "Raise this request on behalf of" field completely it is possible to remove the "Modify Reporter" permission for the effected projects. This would mean that no users will see this new field. The side-effect of this is that if users are currently required to modify the reporter field for the project in JIRA, this will also not be possible once the permission is removed.

The other solution is that the new field is only visible to users that are agents of the project. Therefore if the users of these projects are using the Customer Portal to raise requests the majority of time, and have no requirement to use JIRA with these projects, they can be moved from the agents group into the customer group, and then would also not see the "Raise this request on behalf of" field. But it would still remain visible to agents of the project.

Please let me know if either of these suggestions will be suitable to your requirements.

Regards

Matthew
Service Desk developer