Registered user creates issue for non-registered user: How to involve the non-registered user?

[Hammermüller, Rainer]

Hi all,

We have the following use case in JSM:

1. A Member of our organzation (registrated user) creates an issue in the portal on behalf of a customer who is not registrated.
2. The customer should receive an e-mail (not necessarily an automatic e-mail) with the link to the issue. The customer should log in to the portal and then be able to watch and comment on this issue.

How can we implement this use case?

Regards, Rainer

[Tobias H · Accepted solution]

Hi @Hammermüller, Rainer and welcome to the community!

So the customer do not have a pre-existing customer account in the portal?

How I solved this in the past, was that I added a custom field called something like "New Customer" which was meant to store an email address. After filling it in, an automation would run that would add that new email as a customer and also add the customer as a request participant to the issue.

It was not a great solution, but it did work.