Requests raised on behalf of customer not visible in their requests?

[Kaisha Billings]

Did I read correctly that you cannot raise a request on behalf of a customer and have it show under their requests? Documentation says you have to use one of the external channels to see it under My Requests. Does anyone have a good workflow you've frankenstein-ed together for this very basic task?

[C_ Faysal_CFcon_ · Accepted solution]

Hi @Kaisha Billings 

Yeah, you read that right — it's a frustrating limitation that's been around forever. Requests created from the agent view won't show up under the customer's My Requests, even if they're set as the reporter.

If you have ScriptRunner installed, I'd try a different angle: instead of creating the ticket through the normal issue API, use the JSM Service Desk REST endpoint directly:

POST /rest/servicedeskapi/request

My Requests only shows tickets created through this specific endpoint, not through regular issue creation. It also accepts a raiseOnBehalfOf parameter with the customer's account ID, which should create the request properly from their perspective. With ScriptRunner you could wrap that in a Script Listener or a small custom REST endpoint and trigger it from the agent view.

Haven't tested this exact scenario myself so I can't promise it works, but given that the root cause seems to be which endpoint is used to create the ticket, it feels like the right place to start. Worth a quick test in a dev environment if you get the chance.

[C_ Faysal_CFcon_]

Ok i ran a quick test for you without Scriptrunner addon. plain API calls

Here's a working step-by-step example using the JSM REST API to create requests on behalf of a customer:

Prerequisites:
- You need an Atlassian API token (create one at https://id.atlassian.com/manage-profile/security/api-tokens)
- Your account must be a Service Desk Agent

---
Step 1. Find your Service Desk ID

curl -s -u your-email@example.com:YOUR_API_TOKEN \
"https://your-instance.atlassian.net/rest/servicedeskapi/servicedesk" \
-H "Accept: application/json"

Note the id of your service desk from the response.

Step 2. Find available Request Types

curl -s -u your-email@example.com:YOUR_API_TOKEN \
"https://your-instance.atlassian.net/rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype" \
-H "Accept: application/json"

Note the id of the request type you want to use.

Step 3. Create the customer (if they don't exist yet)

curl -s -u your-email@example.com:YOUR_API_TOKEN \
-X POST "https://your-instance.atlassian.net/rest/servicedeskapi/customer" \
-H "Content-Type: application/json" \
-H "Accept: application/json" \
-d '{"displayName": "Jane Doe","email": "jane.doe@example.com"}'

The customer will receive a portal invitation email.

Step 4. Create the request on behalf of the customer

curl -s -u your-email@example.com:YOUR_API_TOKEN \
-X POST "https://your-instance.atlassian.net/rest/servicedeskapi/request" \
-H "Content-Type: application/json" \
-H "Accept: application/json" \
-d '{
"serviceDeskId": "2",
"requestTypeId": "10",
"raiseOnBehalfOf": "jane.doe@example.com",
"requestFieldValues": {"summary": "Access request for new employee",
"description": "Please set up accounts for the new team member."}
}'

Key points:
- raiseOnBehalfOf takes the customer's email address. no need to look up their accountId
- The ticket will show the customer as the Reporter, not the agent
- The customer can see and interact with the ticket in the portal under My Requests
- If the customer doesn't exist yet, you must create them first (Step 3) - otherwise the API returns a 400 error

This is the cleanest approach for automation, onboarding flows, or any integration that needs to file tickets on behalf of end users.

Result is verified:

I used my original @cfcon.org account creating a SD Request in my Portal.
using my token and 

"raiseOnBehalfOf": "myMail@icloud.com"

when i registered to the portal using my icloud.com i found the issue i created with the above mentioned guide under "My Requests"

Hope this helps someone here who actually willing to try :)

best regards

cF

[student300]

This is not the case with JSM, this needs to be fixed!

[Nancy Thomas]

Thanks for sharing this information.