How to disable 'Anonymous' reporter

[Kris Dewachter]

Hi Community,

I have a Service Management project that is private. When a ticket is logged, an agent is still able to change the reporter of an existing ticket to 'Anonymous'. Why is that, and how can I disable it ? I don't want tickets assigned to an 'Anonymous' reporter.

When I create a new ticket in the backoffice, there is no option to select the 'Anonymous' user.

Also, when an agents creates a ticket in the portal, there is no option to select the 'Anonymous' user.

Best regards,

Kris

[Jimmy Seddon · Accepted solution]

Hey @Kris Dewachter,

I believe the "Anonymous" option for the reporter is the same as "Unassigned" for assignee.  Looking at the create screen from the backend, it looks like reporter is required on create.

If you want to remove the "Anonymous" option for the reporter simply make the reporter field required in the field config.  I tested that myself and it seems to work.

I hope that helps!

[Kris Dewachter]

Hi @Jimmy Seddon ,

I tested it by making the reporter field required and the 'Anonymous' option is now indeed gone.

Thanks for your help and quick feedback.

Best regards,

Kris

[Marc - Devoteam]

Hi @Kris Dewachter 

I know the anonymous setting is in JSM, because it's the default reporter if you have a full public accessible JSM project.

And this reporter is also need if you want to use an issue collector.

I don't think there is an option to disable this within JSM projects.

The only option I see is to create a edit screen on the project and remove the reporter field and set the edit action to the screen in the screen scheme.

This will prevent an agent to change the reporter.