JSM Portal not assigning to reporting customer

erika September 17, 2024

We have a portal for our JSM instance which anyone can access. When the issues are created the reporter defaults to our site admin, instead of the email of the user (required field for submission). How can I change the reporter to be the customer instead of our site admin? 

I have looked at this request (https://community.atlassian.com/t5/Jira-Service-Management/Auto-add-customers-to-Jira-Service-Desk/qaq-p/1321314), which will allow me to auto create users who aren't already in the system, but that still won't fix the reporter issue.

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YY Brother
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
September 17, 2024

Hi @erika  

Welcome to our Community.

The default reporter of a JSM ticket or service request is the customer. But the customer can't be the assignee of this ticket because only Agent or licensed users can be the assingees in JSM.

Thanks,

YY哥

 

erika September 17, 2024

The default reporter for portal requests is our site admin not the customer for us. I want to change that so the customer is the default, but I don't know where.

YY Brother
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
September 17, 2024

Firstly, we need to analyze why your project doesn't behave as the default ones so that we can get the solution.

Is there any automation rule or workflow post function to make the org admin as the default reporter?

erika September 17, 2024

I don't see anything in automation. Our workflows are simple; they are just transitions at the moment, so I don't see anything there either.

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