Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Availability "Raise this request on behalf of" field in the customer portal for JIRA Software users Edited

In my organisation i'm the only JSD agent because i'm the only Support Engineer. My colleagues of Development and Sales are working with Jira Software.

When i'm busy or absent my colleagues are answering the Support calls that we receive by telephone. To Add these calls/issues to our JSD they use the Customer Portal.

The idea is to let them select the correct customer in the customer portal by using the "Raise this request on behalf of" field.

I already searched in the Atlassian Community for the right answer but didn't find the solution yet. I found that in 2014 this field is only available for JSD agents but i'l hope that is changed by now. Our people of Development and Sales doesn't need any access to JSD as an agent but occasionally they have to add issues when they receive a Support call. If they can select the customer instant that makes my life much easier. :)

Is there any possibility to make the "Raise this request on behalf of" field available for users of Jira Software?

Thank you for any help you can offer.

2 answers

0 votes
Jack Community Leader May 15, 2019

To the best of my knowledge this is still the case. I would recommend that you create a proxy agent that the developers would use in your absence. This gives them full agent privileges. I’m on cloud so the nice thing there is that I can enable/disable an agent on a monthly basis. On server, given the pricing model I am betting that you have a license to spare. I would set this up so that multiple users could share, e.g. proxy.agent@mycompany.com. If important to record the actual person that took the call then add a custom text field for them to enter their name.

Hi Davy

 

The smallest license for JSD on Prem is for 3 agents.

So if you are the only agent, you should have 2 more free licenses.

Maybe you can use those for 2 of your colleagues

or like Jack suggests you could create a generic account with a JSD license.

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Asked in Jira Service Desk

Calling all Insight users, we need your help!

Hello Insight users,  As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials. It would really helpful if you can ...

49 views 0 0
View question

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you