In Service Desk, how can we create requests on behalf of *new* users on the fly?

We are evaluating Jira Service Desk.

When e.g. receiving a phone call, and the customer contact has not previously contacted us, we need to be able to easily create the request on behalf of the contact.

As far as I can see, we have to select an already existing customer user in the "on behalf of" picker. How do we create new customer user on the fly?

Other systems we have tried automatically create a new user if we enter an email address not already used by other users.

Also: In the beginning, we do not want new users to be aware of their account until we have full control of the system. How may we turn off the sign up email notification?

Best Regards
Ole Bjørn Hoholm

5 answers

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Basically right now you can't do that. The user need to exist in the system in order to be able to be selected as a reporter. You can configure your JSD to allow anyone to access / create accounts, which would make it a bit easier for the users to create accounts, but creating a request for a user which doesn`t exist in the system is not currently possible.

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With JSD 2.3, this feature is now available.

For a Public Signup enabled service desk, an agent can invite customers from the people tab, as well as create them on the fly from the Raise this request on behalf of field within the Customer Portal.

It was implemented as part of https://jira.atlassian.com/browse/JSD-1124 

See https://confluence.atlassian.com/display/SERVICEDESK/Raising+requests+on+behalf+of+customers for some more details

Regards

Matt

JIRA Service Desk developer

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Hi Ole Bjørn,

Thank you for your feature request. 

As you mentioned, currently the user has to already exist as a customer of the Service Desk to be selectable from the "Raise this request on behalf of" picker.

I have created an issue (https://jira.atlassian.com/browse/JSD-1124) to track this request, and would encourage you to vote for this feature, and also watch it to be aware of future progress. If there is any further information that you believe would be appropriate for this feature, please also add it to the issue.

Regards

Matthew
Service Desk Developer 

 

 

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Yes, I agree.

For one of our products, most of our customers are in the system, but sometimes a new person from that enterprise calls and we can't enter them as the Reporter of the Issue until we have created them as a Customer. Very inconvenient.

Our other main product is about to go Public, and we expect most calls to be from people we don't have in the system. It is really important we find a way to create new Reporters on the fly.

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We are using ServiceDesk V1.2.7 (downloaded edition). You mention V2.3 - is that the Cloud edition?

We don't want to enable Public Signup in the near future, as our products and the Helpdesk we run to support them are not appropriate for that level of access. The scenario is this:

 - Customer emails or phones.

 - One of our staff takes the call and Creates a new Issue in the internal desktop GUI (not the customer portal).

 - Staff member gets to the Reporter field at the bottom of the form and finds the person he is dealing with is not in the system. Has to finish creating the Issue and dealing with the Customer, then remember there is no Reporter configured, and take the time to create them as a User and set various parameters before he can move on with his next task.

I would really like to be able to type a new customer name (& email?) on the fly and have that set up automatically in some default group that can be changed later if necessary.

Hi Peter, JIRA Service Desk 2.3.5 (http://blogs.atlassian.com/2015/03/new-jira-service-desk-2-3-better-customer-experience/ and https://confluence.atlassian.com/display/SERVICEDESK/JIRA+Service+Desk+2.3.5+Release+Notes) is the latest downloadable offering. With this version, you will get access to the latest bug fixes and features, and have the option to retain your existing v1 license or update your license to a new v2 "per agent" license, as described at https://confluence.atlassian.com/display/Purchasing/New+pricing+model+for+JIRA+Service+Desk+2.0+FAQ#NewpricingmodelforJIRAServiceDesk2.0FAQ-Iwanttomovetothenewpricingnow!HowdoIdothat? If you wish to update, there are some useful guides available: * If want to upgrade but retain current v1 license, look at https://confluence.atlassian.com/display/SERVICEDESK/Upgrading+to+JIRA+Service+Desk+2.0 * If want to upgrade, and use a new v2 license, look at https://confluence.atlassian.com/display/SDKB/Upgrading+to+JIRA+Service+Desk+2.0+and+moving+to+the+version+2+pricing+model The feature I mentioned, has been added recently, where an agent can now raise a request in the customer portal context for other customers of the service desk. In addition to this, for a public signup service desk, if they enter an email address of a customer that does not exist yet, they will be automatically created. Public signup and unlimited Service Desk customers are both available with a new v2 license, and could be a potential solution to your requirements. In this context, public signup means that anybody with access to the internal site can create their own Service Desk customer account from the portal login screen and then raise issues. I would like to request that it might be a useful idea to raise a support ticket at https://support.atlassian.com, as that way we can provide you with support specific to your circumstances, and with higher security. Regards Matt

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