We have Server, Core, Jira Service Desk and cannot add the „Raise this request on behalf of” option to the Service Desk for Service Desk Customers in one project, this is only available for Admins. It works for other projects, however, for this particulary project, where it doesn’t work, the followings have already been completed: * Obviously, Service desk customer - portal access Role has already been added to the Modify Reporter Permission. * In Global Permissions we already have „Anyone on the web” next to „Browse Users” so they should be able to delect users * in the workflow there is no validator / post function which would block this during issue creation (or later) * we have no Scriptrunner Behaviour / Listener which would modify this. * Reporter is added to the Create / View / Edit issue screens too. * In field configuration scheme Reporter isn’t hidden * In Project Settings > Customer Permissions > Who can customers share requests with? >we have Any customer or organization, by searching in this project Yet the Service Desk customer woh has portal access still cannot raise a request on someone else’s behalf. What could have gone wrong? Anyone has ides? Thanks in advance!

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Jira Service Desk Customer cannot do "Raise this request on behalf of"

Zita Bagi

We have Server, Core, Jira Service Desk and cannot add the „Raise this request on behalf of” option to the Service Desk for Service Desk Customers in one project, this is only available for Admins.

It works for other projects, however, for this particulary project, where it doesn’t work, the followings have already been completed:

Obviously, Service desk customer - portal access Role has already been added to the Modify Reporter Permission.
In Global Permissions we already have „Anyone on the web” next to „Browse Users” so they should be able to delect users
in the workflow there is no validator / post function which would block this during issue creation (or later)
we have no Scriptrunner Behaviour / Listener which would modify this.
Reporter is added to the Create / View / Edit issue screens too.
In field configuration scheme Reporter isn’t hidden
In Project Settings > Customer Permissions > Who can customers share requests with? >we have Any customer or organization, by searching in this project

Yet the Service Desk customer woh has portal access still cannot raise a request on someone else’s behalf.

What could have gone wrong? Anyone has ides?

Thanks in advance!

Accepted answers

elvir.dzeladin

Hi,

Rising on behalf is only available to users with an agent licence.

This feature helps agents to raise a ticket on behalf of a customer in case they received a call or an email somewhere so that they can still track their tasks.

Customers can not raise on behalf, they can only share the request with an organization they are part of (if configured by agents/admins)

Have a good day

Zita Bagi

Hi guys, thanks for the answers. I submitted this to Atlassian Support too, here's their answer too, it's basically the same:

"From my understanding you are trying to make the option Raise this request on behalf of available to Customers.

In regards of that, please note that the Raise this request on behalf of is only available to Admins and Agents users and not to Customers.

We have an open suggestion ticket in our public issue tracker to implement this functionality: JSDSERVER-4102. Please note that the request will be processed according to our New Features Policy. If you watch this ticket, you will get notifications whenever there is an update to it, and if you vote for it, it will help raise its visibility within our Development and Product Management teams. I have ensured that your ticket is mentioned there in an internal comment to increase the visibility from the report.

For now, the only workaround that I can think of is to use the Request participants functionality. This functionality won't allow customer 1 to raise a request on behalf of customer 2, but it will allow customer 1 to share a request with customer 2."

Sue Lund

We used a workaround that seems to be working.

We created a custom field called "Affected User" and added it to the forms. Support is trained to look at that field and not the reporter field.

We also added automation that automatically shares the ticket with the Affected User to make sure they get the notifications and can monitor the ticket in the portal.

I hope this is helpful.

All comments

elvir.dzeladin

Hi,

Rising on behalf is only available to users with an agent licence.

This feature helps agents to raise a ticket on behalf of a customer in case they received a call or an email somewhere so that they can still track their tasks.

Customers can not raise on behalf, they can only share the request with an organization they are part of (if configured by agents/admins)

Have a good day

Zita Bagi

Thanks! But has this never been available? As far as I remember, this should be possible, if you add Modify Reporter permission to Service Desk Customers - Portal access, no? This would be impossible not to raise a request on someone else's behalf, this is general practice which should be allowed.

Jack Brickey

This is not possible. A customer could Cc (optional) the other person and mention in the description that they are raising on behalf of the other person. In turn the agent could then change the reporter (swap the reporter and request participant) as a work-around.

Zita Bagi

Hi guys, thanks for the answers. I submitted this to Atlassian Support too, here's their answer too, it's basically the same:

"From my understanding you are trying to make the option Raise this request on behalf of available to Customers.

In regards of that, please note that the Raise this request on behalf of is only available to Admins and Agents users and not to Customers.

Zita Bagi

Thanks. I've actually made a workaround with the plugin called Automation for Jira:

- I made a user picker custom field called On behalf of, the user can add someone else's username

- Automation rule copies this to the Reporter field, triggered by issue creation event

- I also capture the creator by Current User, using Deviniti plugin (sync between Jira and AD)

Sean McConnell_4wpb8h

This is not correct either, I have the user a Service Desk Manager -- Service Desk User - And Service Desk Admin. I still do not have the option.

Sue Lund

We used a workaround that seems to be working.

We created a custom field called "Affected User" and added it to the forms. Support is trained to look at that field and not the reporter field.

We also added automation that automatically shares the ticket with the Affected User to make sure they get the notifications and can monitor the ticket in the portal.