Allowing confluence users to create tickets on behalf of other users

Question

Hi, I have a JSM portal set up to allow our org's users to go in and create helpdesk tickets. However, it seems right now the only way to allow users to be able to create on behalf of other users is to make that person an administrator. Is there another way to do this without having to make all users jira administrators?

Odd_lynice · Answer

@Dean Truong

Do you think this can work for your use case

Then maybe for the specific project you can go to project setting >> custome permission >> open the project so that anyone can submit tickets to this JSM project.

This way end users can do it without getting added as admin in JSM.

Hope this helps

Theodore

Dean Truong · Answer

All our org users are able to create tickets in JSM. However, I was thinking of the scenario where a CS rep might not be able to log into their system and need help resetting their password. In that situation, I'd like them to go to their supervisor and their supervisor can create the ticket for them.

I know there are other ways they can contact us and the service desk agents can create the tickets, just trying to limit how often the service desk agents will need to create tickets for others.

After testing around with the permissions, it seems only Service Desk Agents and Administrators seem to only have the option to create tickets on behalf of other org users that I was able to find.

Odd_lynice · Answer

Hi @Dean Truong

I would like to assume that you are using Jira Service Management cloud - if so it would be worthwhile to check on your JSM portal permission.

Please see Set up and manage portal access

Wondering why not allow all your Org users to create or raise tickets in JSM - instead of having someone else create it on their behalf?

Theodore