The Reporter is always the customer in best practice...By is there away to change this?

Question

I get ask a lot by customers the following:

Why am I the Reporter for task that I did not report...
This is a misrepresentation of the source.

Has anyone had this question before?
And if so how was the workflow set-up for Agent to be the Reporter

From my understanding of Service Desk, a ticket should always be raised on the behalf of the customer.

Paul Johnstone · Answer

Hi Branden, see my reply below...

Paul Johnstone · Answer

Hi Branden,

Is there any difference on Raise a request from the customer portal or Creating a ticket within JIRA Service Desk?

Note this is for a Incident ticket....eg 
I reported a problem with the current AWS server...(on the weekend) at this point I'm the Reporter; Note at this point the customer has not received any notification about the Incident.

At this point I assignee it to one of my team...
Note that the SLA has been set eg Major
Would I also do is select the Organizations which we can set to default. This way the Customer is notified...

The other area is where a user is commenting on the ticket eg Share with customer...As I'm the reporter I'm the one that would be notified. So at this point I would need to add the customer to the comment or they may also be  notified if they are added as Request participants.

Let me know what you think....

somethingblue · Answer

Hi Paul,

When a customer puts in a ticket they are the reporter by default since they reported the issue.  If a user reports they are a reporter they did not raise a ticket for it's possible someone raised a request on behalf of a customer.

Either way, the way JIRA is designed the reporter is the one who puts the ticket in thus is notified when the ticket is updated and resolved, etc. so to make the Agent the reporter stop the original reporter from receiving notifications unless they are made a watcher instead.

There is a free add-on you can use called InLabs Utils that can change Reporter or Assignee, set the Security Scheme or create labels on the transitions.

Hopefully that helps!

Cheers,

Branden