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When a non-licensed Customer submits a request how do I set the Reporter field? Or is the Reporter even needed? I may be imposing Jira rules on myself, but when a JSM request is created it, in effect, becomes a Jira issue and I feel compelled to apply Jira rules.
Secondarily, if a Customer is non-licensed, how are they notified that their ticket has been created and is being worked on? How does the Agent communicate with a non-licensed Customer from within the Jira ecosystem?