How to get username(lanid/email) who is raising a request/ticket but before submitting the ticket.

Question

Hi Team,

My requirement is ,a user who is raising a request in Jira Service Desk should display his username in one of the custom fields in the request type itself  before submitting the ticket.

Is there any automation rule to fetch the above requirement or any other way.

I tried with automation rules, but i could see that only post submitting the ticket , many automation rules works.

Alex Koxaras -Relational- · Answer

@Ibrahim Mohammed if you service desk isn't open, meaning customers must have an account, then all their info are know not only to you, but to your customer who created the account. Having said that, when I log in, as a customer, to raise a request, of course I know that I'm logged in. I know that the platform could easily get all of my info.

Having the client to fill in again their name and last name, is something that they wouldn't want to do. They would wonder that "you already have my info. Why you want me to enter them again?". Get my point?

The requestor must be aware that since he/she logs in and raise a request, the agents can easily find him/her.

To answer your question you can't do that with our of the box functionalities.

Nic Brough -Adaptavist- · Answer

Most of us just wouldn't bother putting the field on-screen.  The request traps the reporter automatically, and if you need something different, it's easier to set it with an automation than bother the requestor with it.

I don't think anyone using a system that asks for a login and hence knows who you are would be surprised to find their name on a request they raise!

Ibrahim Mohammed_5zqpmk · Answer

It is the requirement from client.... :)

So the client knows while submitting ticket he does not have to fill his details in the form but prepopulate it....

If it is implemented in post function, then requester might not aware his name is included in the ticket.

So just wondering is there any way to do that though it might sound absurd.