Auto-add customers to Jira Service Desk

[Artem Lemeshko]

Hello!

We are using a Service Desk for our clients to connect with support directly.

My question is:
Can we automatically add registered in our system users to JiraServiceDesk without extra registration particularly in JSD while they are trying to create a report?

[Angélica Luz]

Hello @Karsten Schulze,

Welcome to the Atlassian Community!

It’s possible to automatically add new customers based on a custom field and also to change the reporter to the newly created customer.

The automation rule to modify the reporter must be separated from the first one that creates the customer and it’s due to the fact that it takes a while for the customer to be added to the site and become a valid account to be a reporter.

For the second rule, it’s necessary to use the trigger Scheduled and the action to Send a web request because it’s necessary to use an API to get the account id of the customer account.

For the details and steps for this automation, please, check my reply on the thread below:

• https://community.atlassian.com/t5/Jira-Service-Management/Help-Setting-up-Automation/qaq-p/1916290#M96493

If you have any questions regarding the rule, please let us know.

​​Kind regards,
Angélica

[Karsten Schulze]

Hi Angélica,

thanks for your reply and the link.

I am not familiar with REST API and so on, but I tried to employ what is posted there.

Here are my challenges: where in the API-call or code can I refer to the user accounts e-Mail-adress of a particular ticket?

Asked in a different way:

I have successfully generated the service desk customer account using automation.

Now I generate a new rule using a trigger independet of any issue (scheduled instead of create issue). So far so good. But the before created service desk customer acccount might be different for each ticket. So I need to reference to that ticket somewhere in my request, right?

How can I do this?

I managed to generate the web request and the corresponding response including the accountID. What fails is the step of editing the reporter field.

It seems that it does not accept the accountID. After executing the rule, the reporter field is empty (it was previously filled with my account since I generated the ticket for testing).

Are there any logs where I can look up whats wrong?

Solved! Many Thanks in advance.

Regards,

Karsten

[Angélica Luz]

I'm glad I could help @Karsten Schulze

Please, let us know if there is anything else we can do to help.

[Angélica Luz]

Hello Artem,

Thank you for reaching out to Atlassian Community!

It's possible to allow customers to create their own accounts, so when they send a request, it will be created and the account will also be created automatically.

For that, you need to change customer permissions.

If you are using a classic project, go to Project settings > Customer permissions > Who can access the portal and send requests to Project? > Anyone with an account on xxxxx.atlassian.net > Save.

For next-gen projects, you can find the option above on Project settings > Channels > Customer permissions.

After that, on the same page, you can click on "Change global settings" or go to Jira settings > Products > Configuration.

For customer permissions, change "Can customers create their own accounts?" to "Yes, by signing up or sending a request".

If you have any other questions regarding this matter, please let us know.

Regards,
Angélica

[Artem Lemeshko]

Hi Angélica Luz!

Thank you for the advice, but it's not working for us

We would appreciate if our customers do not have to log in to the portal. They already logged in to our app. So is there any way to link these accounts or to transmit the login data from our app to Service Desk?

[Angélica Luz]

If the portal is not open, they will have to log in because the customer portal doesn't work with SSO. 

There is a feature request suggesting the implementation of this ability:

• SSO integration with JIRA Service Desk

With that said, I'm afraid they will have to authenticate both on your app and the portal since it's not possible to link the accounts and the customers’ accounts are local for Atlassian Cloud sites.

[Karsten Schulze]

Hi Angélica,
I am looking for something similar.

Different to Artem, we are setting up a customer support service by phone. With every call, our agents open a new ticket (service request) and according to the information provided by the caller, they fill some fields of that ticket.

One information agents gather is the callers e-mail-address to be able to get in touch lateron, if needed.

Out of this e-mail-address I would like to automatically create a customer account (by automation?!) so that the author field can be changed (also by automation) to this particular customer upon creation.

Can you please help on how to automatically create customer accounts using e-mail-address from custom fields?

EDIT: found a way in automation to create customer account. Open question: how can I change the author /  reporter field to that created customer?

Thanks in advance.

Best regards,

Karsten

[Vinay Kumar]

I did not find a way through automation for automatically creating customer accounts using e-mail-address from custom field (type test field). 

Could you please guide me on how i can achieve this? - solved by choosing the action: add service project customer.