Service Desk. Can a Customer manage his own users?

Question

We would like to give one user to each Customer and it would be nice if this Customer can add other internal users (e-mail addresses) that belong to the same company and can report issues using the porta.

We don't know if it's possible. But, this would reduce the load of managing different users for the same Customer on our administrator's side.

Thank you and best regards.

Francisco Menéndez · Answer

Hi, Victor.

Thak you for your answer.

Though, I think it's not what we want to achieve.

We would like to create one account for a given customer. Then, this customer, can access and create new accounts for several of his employees so that they are also able use different credentials for logging in, create tickets, consult the tickets of this customer...

That's the idea. Not having to créate several accounts on customer's demand. Just create one and let in customer's hands to manage extra accounts, linked to the main one so, several people whithin his organization can work with Service Desk without asking our administrator to manage the extra accounts.

Hope to be more clear now.

Victor Mutambuki · Answer

Fransisco,

If i'm getting you right, you'd like to have an assignee for each customer? If so, you can add the field to the request type and give it a preset value, however, you can't make it visible on the customer portal.

See the topic, Hidden fields and unsupported fields of request types

https://confluence.atlassian.com/servicedeskcloud/configuring-request-types-and-workflows-732528910.html

Victor