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Change the reporter of a request

Is it possible to change the informer manually or add a new informer when answering the customer's request?

3 answers

3 accepted

3 votes
Answer accepted

Hi @Jorge Vea,

If you are an agent and you have the modify reporter permission in your JSM project, yes. You can change the reporter of a ticket.

Especially in a JSM project, that is however not a very common practice. Your customers have only limited access to the tickets they created or that are shared with them through the customer portal. Changing the reporter of a ticket makes it disappear completely for the customer who originally created the request.

Sharing a ticket - as I mentioned - with other users is a much more intrusive approach. That can be done by filling out other users as Request participants to the ticket.

Tickets can also be shared with organizations, so all users of the same organization can view each other's tickets. That does require some configuration and maintenance, so if you were to consider that option, do read through the documentation:

Hope this helps!

Thank you very much!

0 votes
Answer accepted
Dirk Ronsmans Community Leader May 26, 2021

Hey @Jorge Vea ,

when answering someone you cannot change who it goes to on the fly. 

you can change the reporter on a ticket, meaning you’ll change the customer if they already exist.

Or you can add them to the request participants. That way they are shared the issue and will be included in the communication 

Thanks Dirk!!

0 votes
Answer accepted

Hello @Jorge Vea 

Using standard JSM functionalities, only agent can make changes on the ticket on the issue view in Jira. If you want to allow customers (or people who are not agents in Jira) to edit requests, you can use our app Feature Bundle for Jira Service Management.

Let us know via our customer portal if you need any assistance.

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