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Why can I not change the reporter to a user without a JSM license when creating a ticket in Jira?

Jeramy

Our IT project is a JSM project. We do not want developers or other team members to create tickets Jira Software, we want them to use the portal.

If I create a ticket in Jira Software (I'm the Jira Admin) instead of the portal and want to change the reporter to a non JSM licensed user, why won't Jira allow me to do that? The user does not show up in my reporter field. The odd part is it does show other Jira users, some of whom are external clients and have no Jira permissions at all.

Does the reporter of a JSM project need to have a JSM license to be listed in the reporter field?

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Joseph Chung Yin

@Jeramy

In JSM, issue reporters are customers by default (meaning that users don't need a JSM agent licenses). For Jira Software, all users must be licensed with Jira Software application. This has nothing to do with JSM license as it is separate from Jira Software.

Can you provide more clarification on exactly what you want to do?

Changing JSM issue's reporter or Jira Software issue's reporter?

Please advise, so we can further assist you.

Best, Joseph Chung Yin

Christopher Yen

Hi Jeremy,

There is a Jira Service Management - Customer instead of the Agent license. For our customers that will not be working on any tickets in the Service Desk, only submitting requests/incidents their user management profile will look like this

2024-07-12 09_48_42-Administration.png

Jeramy

@Christopher Yen - Is that for JSM Cloud? I do not recall seeing it in Data Center. I apologize for not stating that in the initial question.

Does this change how the *Reporter* field works in Jira Software? If we use the portal, we can use the "Create on behalf" field and it adds them as the reporter.

Christopher Yen

Hey Jeremy, yes I am a cloud user, apologies too I'm not sure the difference between the data center and cloud on this.

So for Jira Software we have a different license that's just called Jira. The available reporters in a Jira Software project is probably a different list than the reporters in a Jira Service Management project. In our case every employee has a Jira license and are considered JSM customers so I can't confirm but that's my understanding.

If using the portal I believe that will be the JSM - Customer license as Software projects do not have customer portals.

2024-07-12 10_10_09-Administration.png

Jeramy

@Joseph Chung Yin - Our IT project is a Jira Service project. The project is set up so that any member of the jira-software-user group can create a ticket in Jira Software or from the portal.

We had a person (Person A) create a ticket for another employee (Person who got locked out of their laptop. When Person A created the ticket in Jira, they tried to change the reporter to Person B. However, Person B did not show up in the list of available reporters.

So Person A used their name on the reporter field. This confused our IT person and they started troubleshooting for the wrong employee.

------

In our permission scheme, both users have the Create Issues permission and the Modify Reporter permission.

When I go into the project (Jira admin) and look at the issue, I cannot change the reporter to the correct user either. That Person B does not show up in the list when I enter their username (see below).

I checked the customers list and Person B was listed as a customer of the project. Then I checked permission helper, and it came back that both users can create issues.

Here are a few images that show my issue.

Image 1: Trying to search for the user.

IT reporter issue 1.png

Image 2: When I copy and paste their username into the field, it takes it as a reporter.

IT reporter issue 2.png

We had this issue with other tickets when we rebranded. My IT director was not able to change the reporter field when they created the issue. They ended up creating the issues in the portal so they could use the "Request on behalf" field/option.

I hope this helps, if not, I can update with more details.

Thank you.

Jeramy

Christopher, thank you! Yeah, Data Center is structured a little different. I do not have options like this. In Jira DC, the permission scheme uses groups to determine access for the project.

Thank you once again.

Joseph Chung Yin

@Jeramy -

Are both User A and B are in the same jira-software-user group?

So your issue is really focus on not able to find the user when searching, but if you key in the user's account then it works?

Can you provide your project's permission scheme setup?

Best, joseph

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