ow do I update the reporter to someone outside of my organisation

[Kathryn Westwood]

Hi everyone

We're looking at Jira Service Management with the hopes of implementing the service desk into our organisation. There will be a learning curve to this from our clients as currently they email myself or a member of the team direct. We have some habit changes to make along the way but don't wish for this to stop us from progressing.

If we forward their email to the service desk the Reporter field will show as either the agent that has sent the email or as Anonymous. We want to be able to update the Reporter field to the client's email address, just as it would show if the client had sent the email to the service desk themselves.

Is there a way to do this?

Thanks

Kathryn

[Dirk Ronsmans · Accepted solution]

Hi @Kathryn Westwood ,

You should be able to change it but the customer does need to exist first. So you'll have to add the person as a customer on the project and then (if you have the permissions to change the reporter) you can switch to that customer.

Here you can find some documentation on how to manage customers

https://support.atlassian.com/jira-service-management-cloud/docs/add-and-remove-customers/

https://support.atlassian.com/user-management/docs/manage-jira-service-management-customer-accounts/

[Kathryn Westwood]

Hi @Dirk Ronsmans 

This is great! Thank you. I'm assuming that if I don't want to invite the customer to user the portal (we aren't planning on utilising this feature, purely an email address at the moment) I can disable the email in the project settings and they won't be notified but I can still put them as the reporter?

[Dirk Ronsmans]

Well yes, under the project settings you'll have a "customer notifications" menu.

There you can disable the mail that gets sent out when you "invite a customer"

That should block the mail for the invite.

Keep in mind that if they do get a link to the portal, they can sign up themselves and they will see their issues. Unless you really block the browse project permissions for the "portal access role".

but if just the mail now, this should do it :)

Might be best to try it with a personal email account first to be sure :)

[Kathryn Westwood]

Have done a test by disabling the notification and it's worked.

Thank you! This has helped massively :)