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Is it possible to Assign a ticket to customer?

Use case: I have a ticket assigned to me. Now I need to reassign it to someone in my customer (organisation) list. How do I do this?

2 answers

0 votes
Jack Community Leader Jun 21, 2021

You can’t set the Assignee to a customer. You would need to make them an agent. 

"Assign" a ticket simply means making clear who has the responsibility for the next steps. JSM makes that clear to a customer with the "Waiting for Customer" status.

The Assignee field is for licensed agents only, and then, by default, only people in the "Service Desk Team" project role. You don't need or want to have customers in this field, because they don't need or have to know your service management processes and procedures.

Thank you for this.

However, I do need to escalate/raise the issue to external entity (supplier) which is not a jira user. Is there any workaround? or any other way I can manage this kind of usecase?

Like Brian Fazio likes this

How I've worked around this is use the "Approvals" feature:

  1. Create accounts for your external vendors and don't give them licenses.
  2. Make sure these accounts can access your service desk.
  3. Add these accounts into a Jira group, like "External Vendors"
  4. Create a new User (single) custom field, eg. "Assigned External Vendor"
  5. Set the scope of this custom field to only that "External Vendors" Jira group.
  6. Add this field to the screens for your project.
  7. Add this field to your Pending Reason screen.
  8. Update your workflows so that the "Pending" status now has an Approval needed:
    1. Add "Work Completed" transition to use for the Approve - either to Resolved (make sure to set a resolution!) or In Progress
    2. Add "Work not completed" transition to use for the Decline - should go back to In Progress
    3. Set the custom field for approvers to "Assigned External Vendor"
  9. Set the customer-visible status to "Assigned to Vendor"
  10. Educate your vendors to click "Approve" once they've done the work.

This way, they will get a "Notify approvers" email when a issue is "assigned" to them. If you don't use approvals otherwise, you can customise the text to outline this process. Hope that helps!

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