In Service Desk, how can we create requests on behalf of *new* users on the fly?

Question

We are evaluating Jira Service Desk.

When e.g. receiving a phone call, and the customer contact has not previously contacted us, we need to be able to easily create the request on behalf of the contact.

As far as I can see, we have to select an already existing customer user in the "on behalf of" picker. How do we create new customer user on the fly?

Other systems we have tried automatically create a new user if we enter an email address not already used by other users.

Also: In the beginning, we do not want new users to be aware of their account until we have full control of the system. How may we turn off the sign up email notification?

Best Regards
Ole Bjørn Hoholm

maccamlc_old_atlassian · Answer

With JSD 2.3, this feature is now available.

For a Public Signup enabled service desk, an agent can invite customers from the people tab, as well as create them on the fly from the Raise this request on behalf of field within the Customer Portal.

It was implemented as part of https://jira.atlassian.com/browse/JSD-1124

See https://confluence.atlassian.com/display/SERVICEDESK/Raising+requests+on+behalf+of+customers for some more details

Regards

Matt

JIRA Service Desk developer

Benito Picarelli · Answer

Basically right now you can't do that. The user need to exist in the system in order to be able to be selected as a reporter. You can configure your JSD to allow anyone to access / create accounts, which would make it a bit easier for the users to create accounts, but creating a request for a user which doesn`t exist in the system is not currently possible.

maccamlc_old_atlassian · Answer

Hi Peter,

JIRA Service Desk 2.3.5 (http://blogs.atlassian.com/2015/03/new-jira-service-desk-2-3-better-customer-experience/ and https://confluence.atlassian.com/display/SERVICEDESK/JIRA+Service+Desk+2.3.5+Release+Notes) is the latest downloadable offering. With this version, you will get access to the latest bug fixes and features, and have the option to retain your existing v1 license or update your license to a new v2 "per agent" license, as described at https://confluence.atlassian.com/display/Purchasing/New+pricing+model+for+JIRA+Service+Desk+2.0+FAQ#NewpricingmodelforJIRAServiceDesk2.0FAQ-Iwanttomovetothenewpricingnow!HowdoIdothat?

If you wish to update, there are some useful guides available:

* If want to upgrade but retain current v1 license, look at https://confluence.atlassian.com/display/SERVICEDESK/Upgrading+to+JIRA+Service+Desk+2.0

* If want to upgrade, and use a new v2 license, look at https://confluence.atlassian.com/display/SDKB/Upgrading+to+JIRA+Service+Desk+2.0+and+moving+to+the+version+2+pricing+model

The feature I mentioned, has been added recently, where an agent can now raise a request in the customer portal context for other customers of the service desk. In addition to this, for a public signup service desk, if they enter an email address of a customer that does not exist yet, they will be automatically created.

Public signup and unlimited Service Desk customers are both available with a new v2 license, and could be a potential solution to your requirements. In this context, public signup means that anybody with access to the internal site can create their own Service Desk customer account from the portal login screen and then raise issues.

I would like to request that it might be a useful idea to raise a support ticket at https://support.atlassian.com, as that way we can provide you with support specific to your circumstances, and with higher security.

Regards
Matt