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Configuring Customers in Service Desk Without Login

Andrew Vernum

How do I configure a customer in ServiceDesk without a login? I need to be able to assign customers to incidents (and have contact details associated with that) but I don't want to assign logins. My service desk operates without customer portal access, only via telephone and email requests (which would be processed manually). It appears as though the only way to have customers in Jira Service Desk is if they have accounts, which I don't want because customers will never login.

Accepted answers

Alexey Matveev

Hello,

Assignee and Reporter must be users in Jira. You can not change it. If you want to put users, who are not in Jira, then you can add a text field to the ticket and add your custom users there.

All comments

Alexey Matveev

Hello,

Assignee and Reporter must be users in Jira. You can not change it. If you want to put users, who are not in Jira, then you can add a text field to the ticket and add your custom users there.

Jack Brickey

As Alexey says customers need accounts. However you can consider a login-free portal

Andrew Vernum

Login-free portal is not an option unfortunately, we cannot use the cloud solution. I would rather avoid having to create accounts for every customer when they won't be able to access the website to login, particularly for the hundreds of legacy tickets we would be importing. Is there a way to link custom fields together? Would I be able to create a pool of my customers in the custom fields that can attach their contact information to the ticket outside of using the reporter field?

If I have to for customer going forward, we can probably deal with the account thing, btu would Jira automatically email them when an account is created? I don't want the customers getting confused.

Thanks for all the help!

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