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_]

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.

[Nancy Thomas]

Thanks for sharing this information.