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Customer accounts with reporting capability and read only capability

We have multiple customers in same organizations. Based on our contract the customer is supposed to have a single point of contact for any issue reported for our product. So, only one user will be reporting issues in our service desk. The customer is asking is there is a way for other users to see the issues without having create issue option. This functionality will help us with your releases. As the customer users will be able to verify which issues are in production and which are coming in future releases.

2 answers

Not the cleanest solution, and it's reactive rather than proactive, but you could:

  • add some automation rules to reject/cancel a request (transition it to the appropriate status and set the resolution) if the reporter didn't = a particular customer (email address)
  • Set an automation rule to send an email/comment on the ticket to say "The organizations policies only allow approved users to raise a request, please contact [point of contact at the organization] to progress this further, thank you"

I wouldn't use this myself and it would mean maintaining the rules if the manager left the customer company etc, but it might help you achieve what you need?

A better idea could be to add a banner to the JSM Portal saying something along the lines of:
"Please be aware that only [name of role], are permitted to raise requests through this portal, if you are not permitted to raise a request please speak with your [name of that role]"  

0 votes
Jack Brickey Community Leader May 24, 2022

As it stands today JSM customers all have create issue permissions. The following suggestion was closed as would not consider - 

We also have similar request. The use case is as follows:

  1. Customers normally ask if managers can create an issue, but the supervisors and end users should not be able to create issue.
  2. But from the visibility point of view, they do want the supervisors and the end customers ability to view the issue. 

This will help with reduced service request on outside, as we receive lot of additional service requests from the customer, when the request is already reported by the manager and is under review. 

Is there any way this feature can be re-activated or added for the future releases?

We think this will help us a lot from the customer service standpoint. 

Jack Brickey Community Leader May 27, 2022

You should consider using the in-app feedback link to share your requirements or consider opening a support request.

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