Can a non-logged in user access or set the reporter when creating a ticket?

We do not require our service desk customers to log in when creating a ticket.  We would like the non-logged in user to see, search, and be able to select themselves from the Reporter field.  It seems if the "Reporter" field is set to Required for a particular Screen, but the user is not logged in, the Reporter field does not appear and will not let the ticket submission progress.

1 answer

3 votes
Mirek Community Champion Mar 16, 2016

In order to create an request in Service Desk user need to have an account. Creating it depends on your access to Services Desk (If it is public or private)

More info about this you can find in below documentation:

https://confluence.atlassian.com/servicedeskcloud/setting-up-service-desk-users-732528877.html

https://confluence.atlassian.com/servicedeskcloud/managing-access-to-your-service-desk-732528940.html

 

Thanks for your response.  We've basically allowed public sign up, but we don't activate their accounts, and we don't want them to log in.  Currently, they can create a ticket, and the screen that they use technically has the Reporter field included (but not Required), however it doesn't display; only the, er, non-dynamic fields will display (those which don't auto-search, like Reporter).  Anyway to allow fields like that to display when public signup is permitted?

I should mention that we did a bulk import of users, with email addresses, that will remain "inactive".  This was to pre-populate our Reporter fields.

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