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Changing "reporter" field in JSM Cloud

Jeff Miner

Hi All. Evaluating JSM for a small service desk that I'm setting up. Service desk will be entirely for external software customers. Given our client base, I'm confident that most raised issues will be a phone call although hoping we can push them to self service eventually. I would like to then be able to raise the issue myself but change the "reporter" to the client that launched the issue via the phone call for tracking purposes. I understand I would need to first add the client's email as a customer but can't figure out from there. I have ALL admin rights in Jira.

Any help from the community is appreciated. I'm pretty new to Jira so detailed steps are greatly appreciated. Thanks folks!

Accepted answers

Alexis Robert

Hi @Jeff Miner ,

this is the way to add customers to your site :

on your JSM project, go to Project Settings and then People : here you can add people with the Service Desk Customers role

Let me know if this helps,

--Alexis

All comments

Alexis Robert

Hi @Jeff Miner ,

this is the way to add customers to your site :

on your JSM project, go to Project Settings and then People : here you can add people with the Service Desk Customers role

Let me know if this helps,

--Alexis

Derek Fields _RightStar_

Adding on to @Alexis Robert answer: Once you have added the customer to the Service Desk Customer role, you will be able to set the Reporter (the originator of the ticket) on the Create Issue screen. You will need to make sure that Reporter is a field on that screen (it usually is).

A better approach that we advise all of our JSM clients is to train your agents to use the same portal view to open tickets as the customer would. From the JSM project, there is a link to "Raise a Request". This will put you into the portal. From there, you pick the correct request type to create. As an Agent (you don't have to be an admin for this), you will have a "Raise this request on behalf of" box at the top. This will allow you to pick the customer who you want to raise the ticket for.

Hope this helps.

Jeff Miner

Thanks @alexis and @derek. I'll play around a bit. Appreciate the super quick response.

Jeff Miner

Works perfectly. Thanks! Only other thing is that it appears that once I change "reporter" with the "raised on behalf of", the issue then defaults to the person I raised it for which is fine but I'd like to keep a record of issues entered by me on behalf of customer X, and Y, etc. I can do this by noting in an "internal only" comment if there's not a systemic way to do so?

Appreciate the help!

Jeff

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