Service Desk Widget for Registered Users

Question

Greetings,

Based on the following article, Service Desk Widget may be available only if the portal is login-free, which is not an option for us for far.

Is there any option (or CR created) to be able to determine user's account email who browse the website (as it is going to be closed, with required login) to register a request via widget on his behalf?

Thanks you in advance,

Nat

Angélica Luz · Answer

Hi Natalya,

- possible automatically to identify user (if we have closed website and e-mail for login is used), so that user wouldn't need to input his e-mail?

It has two options on Issue collector:

Always use Issue Reporter — select this option to ensure that the default issue reporter you specify above, will always be the reporter of issues created by submission of the Jira feedback form on your web site.

Attempt to match user session of submitter or submitter email address — select this option if you want the reporter of an issue created by submission of the Jira feedback form on your web site, to be a Jira user:
Who is logged in to Jira when they submit a Jira feedback form on your web site (in the same browser session).
Who's email address matches the email address specified in the email field of the Jira feedback form.

Issue collector it's not for Service Desk, it won't work to get customers' request, it will work only for internal users.

- possible for user (and his organization) to see created by him task in Service Desk?

Only if you create an automation to add the request type.
Issues created though Issue collector will not have request type, so it won't be available in the portal.
To resolve this, you will have to create an automation based on this documentation: Automatically set Customer Request Type When Issue is Created via JIRA

Hope this clarifies.

Regards,
Angélica

Nat M · Answer

Hi Angélica,

Thanks for reply!

Can you please advise if by using Issue Collector, it will be:

- possible automatically to identify user (if we have closed website and e-mail for login is used), so that user wouldn't need to input his e-mail?

- possible for user (and his organization) to see created by him task in Service Desk?

Thanks in advance,

Nat

Angélica Luz · Answer

Hi Natalya,

Currently, the widget only works with a login-free portal, but we have a feature request suggesting the implementation of the ability to use a widget without login-free:

- https://jira.atlassian.com/browse/JSDCLOUD-5861

As a workaround you can use the Issue Collector, which you don't need to let your project open to receive feedbacks:

- Using the issue collector
- Advanced use of the JIRA issue collector

Hope this helps!

Regards,
Angélica