How to assign Customers to a request in JSM cloud?

Asszonyi Zsuzsanna

Hello,

Do you have any idea how to assign a request to a customer, or how can a customer assign any agent to a request? Pretty sure there are good workaround for that, but by now I only find add-ons with read only fields. Important note that the clients are not from the same organization (probably Teams fit only within the same org.)

I thought probably we can solve it with approver function, but in this case if agent sets the approver, he can't assign it back (or can he?)

And I don't even know how to filter for this field on customer portal.

Does anyone have any idea about it?

Mike Rathwell

Hi @Asszonyi Zsuzsanna 

So... a couple of things. Because JSM is licensed differently, you can't actually "assign" someone without a JSM license and in the right role to an issue. HOWEVER, all is not lost if I am reading your question correctly.

When you set up a given status in your workflow to be an "approval" status, you will pick a field to get the approver from. I typically make a multi-user custom field called "Approvers" (since you can have more than one approver). Then one uses that to choose the approver from on that approval status. 

In this case, the approver is never actually assigned the issue. Yes, the issue is held until it is approved but the assignee remains throughout the process.

This page is a good one to walk you through how to do all this.

Hope this helps.