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Can I post comment as an admin on behalf of a user ?

Eva Fernandez_m2fz6u

Hello,

Can field "Generate application on behalf of" be included in jira?
Many clients contact us via telephone, and agents prefer to open the issues on behalf of the client from JIRA and not from the PORTAL.

But in doing so from JIRA, the trace with the PORTAL does not exist and therefore does not reach the customer.

Thanks!!

Accepted answers

All comments

Nic Brough -Adaptavist-

There should be a field for the customer/reporter to fill in when an Agent raises the request on the back of a call. Maybe not on the screen they get though?

Eva Fernandez_m2fz6u

Hello Nic!

I want to include the field you see in the image:

In the screen of creation of the same project that has as support an associated service desk:

Nic Brough -Adaptavist-

The Agents are sort of expected to use the portal when taking phone calls, but you should have a "reporter" field on the issue creation in plain JIRA as well.

Eva Fernandez_m2fz6u

But if I fill in the reporter field, and then do not link to a JSD request, the client (reporter) does not get notification of the creation of the issue, nor can it view the issue.

I am interested in an issue open from JIRA, the "Service Desk Request" field can be filled up for the client to receive creation notifications.

Many thanks for all your answers!

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