Summary

Currently, there is a lot of confusion between the field names Reporter, Requester and Creator on the customer portal.

1. When a customer raises a request, the customer name is displayed under all 3 fields:- Creator, Requester and Reporter
2. When an agent raises a request on behalf of a customer, the customer name is again displayed under all 3 fields:- Creator, Requester and Reporter

Suggested Resolution

1. Add 'Reporter' field to the issue view in customer portal.
2. Both the current 'Requester' field and the Reporter fields can display the customer's name in both the above cases (when customer raises request and when agent raises request on behalf of customer).
3. Rename the Requester field on the Portal('My Requests' page) to be called 'Reporter'
4. Display the actual creator of the ticket as per any of these feature requests:
   • https://jira.atlassian.com/browse/JSDCLOUD-8978
   • https://jira.atlassian.com/browse/JSDCLOUD-3374

Workaround

There is no workaround