What are the best practices for enabling portal-only customers to raise requests on behalf of others

Question

Hi Community, I’m looking for best practices regarding a scenario in Jira Service Management (JSM) Cloud where portal-only customers need to raise requests on behalf of other customers. As JSM does not allow customers to create requests for other customers by default, I would like to understand: 1. What best practices or commonly recommended patterns exist for this use case? 2. What are the typical approaches used by experienced admins (e.g., request form design, custom fields, organizations, automations, etc.)? 3. Are there known limitations or considerations that I should be aware of when supporting this workflow? 4. Additionally, it would be extremely helpful if you could share any related resources, documentation links, community threads, or Atlassian guidelines that explain or support these best practices. My goal is to implement this scenario in a way that aligns with JSM’s design principles and avoids unsupported configurations. Thanks in advance for your insights!

Marc Koppelaar · Answer

Hi @田中優貴

you would need a custom user picker field that would only contain an ootb or custom group only containing customers.

This setup is not recommended as a best practice., as users should be able to create their own requests.

As the user requesting is the reporter or the issue, you would need to add automations, the the chosen user needs to be set to the field reporter and the original reporter to the field request participants, to make sure both user will be notified and that the users can still see this ticket under their issues on the portal

There is no official documentation on this.