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  1. Jira Service Management Data Center
  2. JSDSERVER-1045

Make an ability to raise requests on behalf of your customers optional

    • Icon: Suggestion Suggestion
    • Resolution: Answered
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    • Customer Portal
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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Hello!
      It's great that agents can now raise requests as a customers but
      business tell us that for some organisations that ability should be forbidden because it may be harmfull for statistics.

            [JSDSERVER-1045] Make an ability to raise requests on behalf of your customers optional

            Hi Andrey,

            Happy that it has helped.

            And if you check the ticket History in JIRA, then it should mention as the first message something like "<User> created issue"

            Regards
            Matt

            Matthew McMahon (Inactive) added a comment - Hi Andrey, Happy that it has helped. And if you check the ticket History in JIRA, then it should mention as the first message something like "<User> created issue" Regards Matt

            Matthew, many thanks for your replies.
            Your answer helped.
            I don't know about the field on "People" section but may be somewhere in "history" tab it may be very usefull to see who has created the issue

            Andrey Pechnikov added a comment - Matthew, many thanks for your replies. Your answer helped. I don't know about the field on "People" section but may be somewhere in "history" tab it may be very usefull to see who has created the issue

            In regard to statistics, the issues created using the Raise this request on behalf of feature will have the reporter set to the selected customer, but the creator will remain the agent that created the ticket.

            Potentially, creator could be a useful field for determining who is actually raising the tickets?

            Regards
            Matt

            Matthew McMahon (Inactive) added a comment - In regard to statistics, the issues created using the Raise this request on behalf of feature will have the reporter set to the selected customer, but the creator will remain the agent that created the ticket. Potentially, creator could be a useful field for determining who is actually raising the tickets? Regards Matt

            Hi Andrey,

            If you would like to remove the "Raise this request on behalf of" field completely from some portals, it is possible to remove the "Modify Reporter" permission for the effected projects. This would mean that no users will see this new field. The side-effect of this is that if users are currently required to modify the reporter field for the project in JIRA, this will also not be possible once the permission is removed.

            The other solution is that the new field is only visible to users that are agents of the project. Therefore if the users of these projects are using the Customer Portal to raise requests the majority of time, and have no requirement to use JIRA with these projects,
            they can be moved from the agents group into the customer group, and then would also not see the "Raise this request on behalf of" field. But it would still remain visible to agents of the project.

            Please let me know if either of these suggestions will be suitable to your requirements.

            Regards
            Matthew
            Service Desk developer

            Matthew McMahon (Inactive) added a comment - Hi Andrey, If you would like to remove the "Raise this request on behalf of" field completely from some portals, it is possible to remove the "Modify Reporter" permission for the effected projects. This would mean that no users will see this new field. The side-effect of this is that if users are currently required to modify the reporter field for the project in JIRA, this will also not be possible once the permission is removed. The other solution is that the new field is only visible to users that are agents of the project. Therefore if the users of these projects are using the Customer Portal to raise requests the majority of time, and have no requirement to use JIRA with these projects, they can be moved from the agents group into the customer group, and then would also not see the "Raise this request on behalf of" field. But it would still remain visible to agents of the project. Please let me know if either of these suggestions will be suitable to your requirements. Regards Matthew Service Desk developer

              Unassigned Unassigned
              1ea325c95d4c Andrei Pechnikov
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