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  1. Jira Service Management Cloud
  2. JSDCLOUD-10432

Resolve conflict in naming convention between Reporter, Requester and Creator on customer portal

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      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:

      Workaround

      There is no workaround

              Unassigned Unassigned
              2988a663b0a1 Christal Rodrigues
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                Created:
                Updated:
                Resolved: