Agents should be able to set username & full name of customers

Context

Since 04 Jul 2016, SD Agents can now always create customer accounts in all JIRA Service Desk Cloud instances:

Agents can add new customers to a service desk regardless of how request permissions are configured. Agents can add new customers by inviting them from the Customers page, raising a request on their behalf, or adding them as request participants on an email request. Previously, agents could only add new customers to the service desk when the request security was set to 'anyone can create a customer account'.

This has been a great feature.

Problem definition

Accounts created by Agents from the Customers page use the email as the value of:

1. customer's email
2. customer's username
3. customer's full name

Therefore:

• Agents frequently don't know their customer names because they couldn't store the user's full name on issue creation.
• Usernames are too long strings, so customers cannot login with shorter credentials.
• Customers cannot share tickets with other users within their organization by typing their names.

Suggested solution

Build a way in which Agents can also set appropriate usernames & full names on account creation from the Customers page.

Related previous suggestion

There's already a previous similar suggestion, created before 04 Jul 2016, on which the request of change had a much more limited context, as it only affected when the request security was set to 'anyone can create a customer account': JSD-1197

However, the scope change in the context makes JSD-1197 an obsolete request on Cloud instances, as now it forcibly applies to every Service Desk project in all Cloud instances.

Workaround

This workaround applies while creating the customer, it is still not possible to edit the existing customers.
Use our Create Customer API to create your customers and set their user names:

curl --request POST \
  --url 'https://<YourSite>.atlassian.net/rest/servicedeskapi/customer' \
  -u "email:token"\
  --header 'Accept: application/json' \
  --header 'Content-Type: application/json' \
  --data '{
  "displayName": "Test customer",
  "email": "test@test.com"
}'

• After adding the customer using the API above, if the project is private, you must go to the customer's page > add customer and invite them again. The API above will add them to the instance, but not to the private projects.