Can the 'Open requests on behalf of' field be editable in Jira Service Management?

Luis Felipe Viana

 

 

Is the following statement true?

 

 

"The 'Open requests on behalf of' field is not directly editable in Jira Service Management forms, as it is a standard field that only appears for logged-in users. This behavior is intentional to allow a user to create a request on behalf of someone else."

 

The client would like to see only the fixed name of the person opening the request and not the option to choose another person.

 

 

Is there any documentation from Atlassian that explains this? Thank you very much, and I look forward to a response from the community.

 

Robert DaSilva_a432as

Hi @Luis Felipe Viana ,

 

The "Raise a request on behalf of someone" should only be showing up for users who also have JSM Agent privileges. Regular Customers (those with only the JSM Customer) permission should not have this option.

Customers are unable to raise a requests on behalf of another customer, but admins or agents may raise a request on a customer’s behalf in two ways.

Here's a link to that Atlassian Documentation. 

Are you accidentally giving all of your users the "Agent" permission, instead of plain Customer? Agent is usually only given to those who will action tickets raised in a JSM project, so not everyone at your organization requires this. Instead, the "JSM Customer" permission lets those users raise tickets.

 

Hope that helps,

Robert