nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Disable field "Raise this request on behalf of"

Silvio Maushake

Hello all,

is it possible to disable the field "Raise this request on behalf of" on the Request creation screen?

The system know who am I. So I don't want to have the possibility to raise a request in the name of somebody else.

Thanks a lot for your help.

Br,

Silvio.

Accepted answers

Brant Schroeder

@Silvio Maushake welcome to the Atlassian community

This can not be disabled for agents. This option is only available to users of the service management desk that are an agent (have the role of service desk team). If you do not need this role you can be removed and just be a customer. As an agent it important to have the ability to raise a request on someone else's behalf. This allows you to create issues from phone calls or in-person visits.

All comments

Brant Schroeder

@Silvio Maushake welcome to the Atlassian community

Gen Konishi

Hi @Silvio Maushake ,

By removing Agent roles from "Modify reporter" permission in the permission scheme, field "Raise this request on behalf of" can be hidden from request forms.

Note that this is project-level configuration, so the field is hidden from all request types in that service project.

As @Brant Schroeder said, this "Raise this request on behalf of" feature is useful to create issues from phone calls or in-person visits.

I recommend you to hide this field only when there is no case of inquiry via other ways such as chat, email, phone calls or in-person visits in this project.

Sue Lund

What we did was create a group for our actual Help Desk Team (the team that people call for help) then removed the "Service Desk Team" from the permission and added our "Help Desk Team" so that they are the only ones who can modify the reporter (other than Admins).

Richard_wsg6jp

Thanks @Gen Konishi and @Sue Lund , those tips were very helpful.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

jira-service-management-cloud

jira-service-management