Current State:

When integrating Jira Service Management (JSM) Cloud into an application via APIs, you can create tickets on behalf of a user using the raiseOnBehalfOf field and the user's email https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-request/#api-rest-servicedeskapi-request-post

However, there is currently no supported way to perform a customer transition on behalf of a user via the JSM Cloud REST API. Transitions are always attributed to the authenticated user, and there is no equivalent to raiseOnBehalfOf for the customer transition endpoint https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-request/#api-rest-servicedeskapi-request-issueidorkey-transition-post

As a result, when an integration performs a customer transition via the API on behalf of a customer (e.g., a customer closing or escalating their own request through a third-party system), the transition is recorded as performed by the authenticated API user, not the actual customer. This creates inaccurate audit trails and misleading activity history on the request.

The only partial workaround is to use the JSM email channel. If a customer replies to a notification email, JSM can trigger certain transitions (e.g., reopening a request). However, this is not a reliable or scalable API solution and does not cover all transition scenarios.

Proposed Future State:

Add a transitionOnBehalfOf field to the POST /rest/servicedeskapi/request/{issueIdOrKey}/transition endpoint, allowing integrators to specify the customer's email address or accountId when performing a transition, provided the user exists as a customer in the JSM project.

The transition would then be attributed to the specified customer in the request's activity history, consistent with how raiseOnBehalfOf works on the create request endpoint.

This would bring the customer transition API into parity with the existing raiseOnBehalfOf field on request creation, and aligns with the related open request to add commentOnBehalfOf for comments: https://jira.atlassian.com/browse/JSDCLOUD-17763.