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How do I add assignee as a non hidden field in customer portal

unknown

Hi,

I would like to add assignee field to the customer portal with 'unassigned' populated so that the customer can assign to an agent of their choosing. i am unable to do this because when setting up the fileds in the Request Type, Assignee is showing as a hidden field and can only select present of assign to 'me' or select and agent. Please can you help?

Many thanks,

Cathy

Accepted answers

Victor Mutambuki

Cathy,

The following fields can be added to the request type and given a preset value, but you cannot make them visible on the customer portal: Please see the link below and the topic Hidden Fields and Unsupported Fields.

Linked issues
Any fields that are defined by other JIRA applications
Group, project, and version picker custom fields
Assignee

Victor

All comments

Victor Mutambuki

Cathy,

Linked issues
Any fields that are defined by other JIRA applications
Group, project, and version picker custom fields
Assignee

Victor

unknown

Hi Victor,

Thanks so much for your reply. Do you know of a workaround for this. Some of our agents will want to raise a request in the customer portal but assign the request directly to another agent, sometimes in the same Project but potentially in a different Project?

Thanks for your help, it's quite confusing, and I also don't understand the logic in this being hidden.Kind regards,

Cathy

Victor Mutambuki

Cathy

Agents pick tickets to work on from a queue or they're assigned tickets. It is not wise to have a customer assign a ticket to an agent. Consider this, what if the agent is on vacation?

Victor

unknown

Hi Victor, OK I will feed this back. I am just trialing JSD at the moment and trying to apply our current workflows to see how they will work. So what would need to happen is the ticket is assigned to a project (via the customer portal help centre), we refine team views by adding a component to filter into these views, and agents then need to be assigned or assign themselves from within the agent portal. Does that seem about right?

Many thanks again,

Cathy

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