You're on your way to the next level! Join the Kudos program to earn points and save your progress.
Level 1: Seed
25 / 150 points
1 badge earned
Challenges come and go, but your rewards stay with you. Do more to earn more!
What goes around comes around! Share the love by gifting kudos to your peers.
Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!
Join now to unlock these features and more
We are struggling a little bit with the customer sign up for external customers.
Jira Service Management provides following options for external customers:
What we are looking for:
How could it be solved within Jira Service Management.
Our current high level blueprint:
This is a very dirty workaround, we have not done a POC.
Any ideas to do it better?
I think your blueprint is a good way to do this.
I'm assuming the desire is to let your Agents work in the main project without having to worry about "is this an existing customer we should be working with" on every single request.
A second project for requests from unknown users makes a lot of sense in that case.
Your two automation for de-duplication is a good idea for this, and I'd suggest another one to help your Agents triage the open queue - if an email comes from an existing customer, but the request is not a duplicate, then highlight it to the Agent as a priority (they may want to move it to restricted, or just deal with it and suggest the customer use the restricted portal in future)