• Icon: Suggestion Suggestion
    • Resolution: Unresolved
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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.

      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.

            [JSDSERVER-4551] Agents should be able to set username & full name of customers

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            +1 

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              Unassigned Unassigned
              5c52af3a81d4 Ignacio Pulgar
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                Created:
                Updated: