Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-3709

Send a separate notification when an Agent creates an issue on behalf of a customer

XMLWordPrintable

    • Icon: Suggestion Suggestion
    • Resolution: Low Engagement
    • None
    • Email - Outgoing
    • None
    • 1
    • 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.

      Problem statement

      Service Desk currently allows Agents to create requests on behalf of customers.
      These issues are treated as if they have been created by the customer, and generate a notification that indicates this. This can create confusion on what the source of an issue has been, as there currently is no way for a customer to see the difference between issues created by them, or on their behalf. Only Agents are capable to see the difference, for which they have to check the History tab of the issue in JIRA (not Service Desk)

      Suggestion

      Whenever an agent creates an issue on behalf of another user, send out a notification that reflects this, instead of using the current create request notification. This way, a customer can see the difference between issues created by themself, and those created on their behalf.

            [JSDSERVER-3709] Send a separate notification when an Agent creates an issue on behalf of a customer

            Alex Cooksey made changes -
            Resolution Original: Won't Do [ 10000 ] New: Low Engagement [ 10300 ]
            Status Original: Closed [ 6 ] New: Closed [ 6 ]
            Charlie Marriott made changes -
            Resolution New: Won't Do [ 10000 ]
            Status Original: Gathering Interest [ 11772 ] New: Closed [ 6 ]
            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3012333 ] New: JAC Suggestion Workflow 3 [ 3649729 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2665216 ] New: JAC Suggestion Workflow [ 3012333 ]
            SET Analytics Bot made changes -
            Support reference count New: 1
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2324208 ] New: Confluence Workflow - Public Facing v4 [ 2665216 ]
            Status Original: Open [ 1 ] New: Gathering Interest [ 11772 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2053010 ] New: JSD Suggestion Workflow - TEMP [ 2324208 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2048025 ] New: JSD Suggestion Workflow [ 2053010 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 1305881 ] New: JSD Suggestion Workflow - TEMP [ 2048025 ]
            jonah (Inactive) made changes -
            Description Original: h2. Problem statement
            Service Desk currently allows Agents to create requests on behalf of customers.
            These issues are treated as if they have been created by the customer, and generate a notification that indicates this. This can create confusion on what the source of an issue has been, as there currently is no way for a customer to see the difference between issues created by them, or on their behalf. Only Agents are capable to see the difference, for which they have to check the History tab of the issue in JIRA (not Service Desk)

            h2. Suggestion
            Whenever an agent creates an issue on behalf of another user, send out a notification that reflects this, instead of using the current create request notification. This way, a customer can see the difference between issues created by themself, and those created on their behalf.
            		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-3709].
              {panel}

            h2. Problem statement
            Service Desk currently allows Agents to create requests on behalf of customers.
            These issues are treated as if they have been created by the customer, and generate a notification that indicates this. This can create confusion on what the source of an issue has been, as there currently is no way for a customer to see the difference between issues created by them, or on their behalf. Only Agents are capable to see the difference, for which they have to check the History tab of the issue in JIRA (not Service Desk)

            h2. Suggestion
            Whenever an agent creates an issue on behalf of another user, send out a notification that reflects this, instead of using the current create request notification. This way, a customer can see the difference between issues created by themself, and those created on their behalf.

              Unassigned Unassigned
              mnassette MJ (Inactive)
              Votes:
              1 Vote for this issue
              Watchers:
              2 Start watching this issue

                Created:
                Updated:
                Resolved: