Problem Definition

Currently, when agents use the JSM Customer Portal to raise new requests, they can utilize the "Raise this request on behalf of" field to create new customer accounts:

This can lead to unintended user account creation, which some administrators may wish to prevent. Additionally, there is no built-in option to restrict this feature such that users can only raise requests on their own behalf or to limit this capability to specific user accounts:

Suggested Solution

Provide an option to disable the creation of new customer accounts when using the "Raise this request on behalf of" field. This would help administrators maintain control over who can become a customer.

Introduce a built-in configuration option to restrict the "Raise this request on behalf of" feature so that it only allows users to raise requests on their own behalf via the customer portal. Allow administrators to specify which users or groups have permission to raise requests on behalf of others, providing greater flexibility and control over this feature.

These enhancements would give administrators more control over customer account creation and the request-raising process, aligning with organizational policies and security requirements.

Workaround

For CMP projects, you can control this by adjusting project permissions —> Modify Reporter permission. The "Raised on behalf of" field is tied to the ability to change the Reporter of an issue.

By removing the "Modify Reporter" permission from users/groups/roles in your CMP project's permission scheme, you can prevent users from raising requests on behalf of others via the customer portal.

For TMP projects, we do not have any workarounds at this time.