Differentiating Reporter from On-Behalf

Farzaneh Shalbaf Hosseinabadi

Hi there,

Currently, if user A raises a ticket on Behalf of user B, my service desk does not track this and its records says: user B raised ticket ###. 

How can I change it so that it shows Reporter user A, Required by User B? 

I know I can add a new field For Employee, but addressing the issue via reporter and on-behalf is a preferred way for me, if possible. 

Ismael Jimoh

The logic here is when you raise a ticket on behalf of someone else, the actual problem owner is person B not A hence why he is the reporter.

If you must know who created the ticket, search JIRA for the creator, unfortunately this field cannot be added to any screens but you can use scripts and an addon like scriptrunner to copy this over.

If you want the method you described then

1. setup a new user field, 
2. add the field to your screen
3. add a description letting people know that they should enter the name of the person they are raising the ticket on behalf of in the second field.
4. Map the new field to your request type.

Now when users raise tickets, if they use it as you expect, the reporter would be the user and your new field shows the other user.