Let me explain more precisely I am creating a service desk for our own employees where my team in service desk needs to have sd agents so they can handle tickets. For creating a ticket that needs manager approval such as purchase our employees needs to look up managers without sd agents why should that not be possible ??
We are talking about customers, but in the sense that Jira Service Desk defines them. A customer is a person asking for help or action. The person on the end of the 'phone, sending the email, or filling in a form that gives you the request.
A customer does not need to know about the people behind the service desk, and probably should not know either. They make their request and you deal with it.
Your approach of getting the customer to choose an authoriser is not supported because the customer should not have to know the people behind it, it's not their job. In fact, the idea is a terrible one as well, people should never be able to choose who authorises their requests.
Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...
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