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What permissions are required for customer to create ticket on behalf?

Paul Cope

I have created a new role (Helper)

This role has been given the following project permissions.

Service Desk Agent
Create Issues
Modify Reporter

I only want users in this role to be able to log a ticket from the customer portal with the added extra option of being able to log a ticket on behalf (like a service desk team member) but without any access to the service desk backend.

What permissions am I missing as this will not show?

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Jeroen Poismans

Hi Paul,

I 'm afraid that is not possible. You need the Service Desk Agent permission for that and that of course gives you acces to the service desk backend.

However, a combination of a new User picker field on the portal and scripting on create of the ticket would make it possible to set the Reporter of the ticket to the content of the User picker field.

Combine this with a behaviour to hide / show the field based on a user group / role ... and you 're there 😀

Jeroen

Paul Cope

I have given them Service Desk Agent and it still doesn't show so that is incorrect.

Jeroen Poismans

Hi Paul,

Not entirely. You might have given the Service Desk Agent role, but the user might not have application acces, which you of course don't want because it gives access to Jira backend, but ... is not possible without.

A user with Jira Service Management application acces AND the Service desk agent role for that project will in fact see the "On behalf" field. Not being granted Application access, the user will be just a customer who will never be able to see the "On behalf" field.

Jeroen

Paul Cope

I have given application access as well as a test but no, still doesn't show.

Paul Cope

I have an ad group synced which is assigned in the project permissions Service Desk Agent

Jeroen Poismans

But does this group have the Service Desk Team role on the project?

Jeroen

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