create Request in Behalf of

Question

Hi,

please help me to find out the difference between sidebar create a request and click Create button in topbar to create requests in behalf of our coustomers!

when i choose left sidebar, the request is linked to my customer, when i go through create on top and change the reporter it is not linked to the customer.

for servicedesk-agents it is mandatory to create tickets/requests in behalf of our users, and for reporting reasons, it has to be linked to the customer (from active directory).

the creation mask on top ist far more usable to agents then the left sidebar variant.

thx,

Jörg

p.s.: currently i'm using trial server on premise, last version

Susan Hauth _Jira Queen_ · Answer

Hi Rohre,

So when you create a request using the sidebar option in the service desk, that uses the service desk portal form which may differ from the jira create screen. You can choose a request type which is essential to that request becoming visible in the service desk for your customer.

Always use that create form when raising requests on behalf of customers OR for requests that you want to be visible for your customer.

The top create button is a generic button for creating issues for any JIra project type (business, software or Service Desk).  I do not recommend it for JSD as there will be no request type, no shared with, that are all only JSD fields.

Hope that helps

Susan

Jack Brickey · Answer

Fair question @[deleted]. TBH I have wondered why this was the case in the past too but never really dug in to get an answer as I just excepted it as the way the code worked. I have pinged other champions to see if they have a better answer to chime in here.