Allow customers to choose assignee

Question

How can a customer choose assignee while creating a request in service desk? We have a requirement, let's say that there are things need to be solved in next 30min, so any customer submitting such request via service desk should be able to assign the ticket to a specific person each time.

In general, when a ticket comes in we follow a process and it takes maybe a day or two to respond or work on customers request, but in our special case we cant spend a day for an  issue which is  to be solved in next 30min and customer knows the point of contact who can work on their request and that's the reason we need the ability towards customers assigning ticket to specific person within the portal while creating the ticket.

Customers----Other Internal teams

Agents---Some other team who will work on tickets raised by internal teams.

Any thoughts or workarounds...

KRC · Answer

Hi Shashank

First things first, You will need JWT and JSU Add-ons, then

1. In customer portal add a user picker field, let say "Known Resource"

2. In create transition use a post function to Copy Field: Known Resource to Assignee

3. In create transition add a validator: (it looks like this after adding a validator)

All users in field "Known Resource" are at least in one of the following project roles: "Service Desk Team".
Field may not be initialized. 
Validation will be skipped when:

* Current issue is being created by cloning another issue.

Message to show when validation fails: "Known Resource is not a valid Service Desk Agent."

In JSD only an agent can work on tickets, the Known resource should have a valid Jira service desk license.

Whenever customer knows the known resource, they will choose from user picker and if not they will skip, make sure you are not making known resource as a required filed on customer portal.

Hope this helps.

Shashank Agrawal_4ev3ql · Answer

Hi,

Could you help us with the solution.

KRC · Answer

No worries, I figured it out.