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How can a customer raise a ticket on behalf of someone?

Tobias Erting May 22, 2024

So the problem is the following:

Our main customer (A) has different services and sometimes they raise a ticket at the wrong company (B). B than want to sent us a ticket on behalf of the original reporter A. The problem is I don't know how i can allow B that they can modify the reporter. The Group in which B is has the "Modify Reporter" permission but they can't raise a Ticket on behalf of someone else. 

As followup question: If this is possible Can I just let them see one Group of customers?

At the moment we are using the free Plan of Jira 

Thank you in advance,

Tobias

 

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Rudy Holtkamp
Community Leader
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May 22, 2024

Hi @Tobias Erting and welcome to the community,

Only agents can raise tickets on behalf of someone else. These agents can also see and manage all the tickets. And I think that is not what you want.

That having said, you could create a field where the main customer can provide the name/email of the original reporter. With an automation rule you can add the original reporter as a customer and/or add them as a request participant.

I hope this helps,

Rudy

Tobias Erting May 22, 2024

Hi @Rudy Holtkamp,

Thank you for your anwser. You are right I don't want them to have that many rights. The workaround sounds like an elegant solution. Do you happen to have a link or another post that explains how to do the automations?

 

Tobias

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