How to have JSM Customer comments showing Customer ID as author

[Julien Borrelli]

Hi there,

Using a PHP REST API (https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-request/#api-rest-servicedeskapi-request-issueidorkey-comment-post) to create JSM request comments, Customer comments are shown as the API token JIRA User Admin instead of the Customer ID.

What solution do we have to have the author of Customer comments to be their true customer ID (or displayName)?

Cheers

[Joseph Chung Yin]

@Julien Borrelli -

In your REST API process, who do you used to authenticate into your JSM instance?  If it is the customer who authenticate into your JSM instance via your REST API process, then the comments will be associated to his/her account.

Question, would it be simpler just have your customers to access his/her issues via the portal and add his/her comments?

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Julien Borrelli]

Hello @Joseph Chung Yin , thank you for your help. 
We use Basic Auth, with an API token and the main JIRA admin as login/password (which is me!). 

We cannot use the JSM portal as we want our customer to contact our support agents with a specific form on our web client dashboard. 

Is there a way or an authentication method that would allow our customers to post comment on their own JSM request, without showing as me (or the JIRA admin) as the author of the comments? 

I understand that at the moment, since we use Basic Auth, it is the Token owner that is the author of the comment we we use the Add Request Comment API. Any solution?

Thank you so much. 

[Joseph Chung Yin]

@Julien Borrelli -

Unfortunately, Yes.  The PAT owner will be the author of the comments.  The only other thing I can think of is asking your customers to include his/her names/ID as part of the comments body.  So, you will at least knowing who made the actual comments.  However, it is not ideal.  

Sorry.

Best, Joseph

[Julien Borrelli]

Thank you @Joseph Chung Yin for your answer and your support. 

So, beside Basic Auth, is there any other authentification method that we could use to have our Customers as the author of their comments? OAuth2 maybe?

Thank you again!

[Joseph Chung Yin]

@Julien Borrelli -

If your customers uses his/her account to access your portal, then you can take a look at personal access token (PAT) to establish authentication against your JSM - https://support.atlassian.com/atlassian-account/docs/manage-api-tokens-for-your-atlassian-account/

Here is a previous posting that talk about using PAT with Jira REST APIs (just look for the Jira Cloud section) - https://community.atlassian.com/t5/Jira-questions/How-to-authenticate-to-Jira-REST-API/qaq-p/814987

Hope this helps.

Best, Joseph