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Suggestion
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Resolution: Low Engagement
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Problem Definition
When a request is raised on behalf of an existing customer, there isn't any way to identify that the request has been raised that way. It just looks as if the customer him/herself raised it.
Suggested Solution
Have a custom field, or an automated comment that helps to inform the customer that the request was being raised on behalf of him or her.
Workaround
None. The agent raising the request could add a comment to the ticket to mention that its being raised on behalf of the user, but that's a manual way of doing things and not very easy to track.
- duplicates
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- Closed
- relates to
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- Closed
[JSDSERVER-3374] Raising Request on behalf of existing customer should show that its being raised that way
There's a much wider use case where a 'customer' is raising a request on behalf of another 'customer.' Think scrum master role, or executive admin role, etc...
They need to be aware, but the reporter would be set to the 'preparer' so the actual requestor would have to be added manually.
What would be nice is to be able set a user picker to currentUser() in the portal and hide the field. The work around with automation just isn't smooth enough for these cases.
Also, is creator even something that JQL supports? It can't be added to screens.
My work around is as follows:
1. Create a custom field of type User picker (I chose preparer)
2. Install JIRA Suite Utilities
3. Add a post function of type "Update custom field" to the Create transition prior to Creates the issue originally.
4. Set the value to currentUser().
5. profit
This could be achieved by adding an Automation rule such as:
WHEN issue created
IF reporter != currentUser()
THEN Add comment
This is because in the background, it will set the reporter to the user for whom to raise the request on behalf of.
For the agent, they are the creator, and the customer they specified is the reporter.
For example: in the attached picture you can see that the person who we "raised the request on behalf of" is marked as the creator.
This is incredibly misleading when this is not reality.
Hi,
Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.
This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).
We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.
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Jira Service Management, Server & Data Center