Remove all visibility of Reporter from ticket

Hola Jennifer,

@Brandon Viertel's suggestion is the direction I'd take here. I'd avoid changing the Reporter to Automation unless you specifically need to anonymize the request's internal submitter, because changing Reporter also changes the request's ownership and can affect customer notifications, portal behavior, and reporting.

For what you described, work item security is a cleaner fit: let the customer submit the request normally, preserve them as Reporter for your internal audit trail, but apply a security level that doesn't grant access to Reporter or Service Space Customer - Portal Access.

Atlassian specifically notes that a JSM request with a security level must include Reporter and Service Space Customer - Portal Access for the customer to continue seeing it in the portal. In your case, you'd intentionally do the opposite.

Since you're on Premium, you can configure this under:

Space settings > Access > Issue security

I'd create a security level that includes only the agent roles/groups that should be able to work the original request, and exclude Reporter and Service Space Customer - Portal Access.

Then either set that as the default security level for these requests, or use Automation to apply it immediately after creation if only certain request types should behave this way.

One important note: this hides the request from the Reporter, but it doesn't make the Reporter anonymous to the agents who are allowed to see the request. They'll still be able to see who submitted it. If you actually need the submitter's identity hidden from the people processing the request as well, that's a different requirement, and I'd design that separately rather than simply changing Reporter.

I'd also test the full customer experience with a non-agent account before rolling it out: submit the request, verify the original disappears from Requests > Created by me, confirm its direct portal URL is denied, and make sure the separate "dashboard" request you're directing them to still exposes only the information you intend.

Thanks,

James

Hi @jennifer_doll 

You could use Automation. If you have a set of users or a domain, you can set the reporter to something else on creation.

Regards

Morning @jennifer_doll - 

This can be set via Security Levels. You will need to add or adjust the Security Level to not include the Reporter and Service Desk Customer, so that it's just limited to agents via the agent view. 

Thanks!

Brandon