What permissions are required for customer to create ticket on behalf?

[Paul Cope]

I have created a new role (Helper)

This role has been given the following project permissions.

Service Desk Agent
Create Issues
Modify Reporter

I only want users in this role to be able to log a ticket from the customer portal with the added extra option of being able to log a ticket on behalf (like a service desk team member) but without any access to the service desk backend.

What permissions am I missing as this will not show?

[Paul Cope]

I have an ad group synced which is assigned in the project permissions Service Desk Agent

[Jeroen Poismans]

But does this group have the Service Desk Team role on the project?

Jeroen

[Jeroen Poismans]

Hi Paul,

I 'm afraid that is not possible. You need the Service Desk Agent permission for that and that of course gives you acces to the service desk backend.

However, a combination of a new User picker field on the portal and scripting on create of the ticket would make it possible to set the Reporter of the ticket to the content of the User picker field.

Combine this with a behaviour to hide / show the field based on a user group / role ... and you 're there 😀

Jeroen

[Paul Cope]

I have given them Service Desk Agent and it still doesn't show so that is incorrect.

[Jeroen Poismans]

Hi Paul,

Not entirely. You might have given the Service Desk Agent role, but the user might not have application acces, which you of course don't want because it gives access to Jira backend, but ... is not possible without.

A user with Jira Service Management application acces AND the Service desk agent role for that project will in fact see the "On behalf" field. Not being granted Application access, the user will be just a customer who will never be able to see the "On behalf" field.

Jeroen

[Paul Cope]

I have given application access as well as a test but no, still doesn't show.

[Jeroen Poismans]

I think I see the problem. Is Service desk Agent a group or a project role?

Because this is the one what you want, this project role:

You have to make sure your user has this role on the project, only then will he be an Agent:

Can you try this?

Jeroen

[Paul Cope]

[Paul Cope]

And in the user list under that project I have also got them selected for that group.

[Jeroen Poismans]

What does the permission helper tell you? 

You provide the user, an issue where he should have Service Desk Agent permission. It should give you the reason why:

Jeroen

[Paul Cope]

[Jeroen Poismans]

Can you tell me what role the user is in now? You mentioned "Helper" before?

Have you tried literally adding him to the Service Desk Team role on the  project roles screen of the TSRMT project (this is an SD project)?

Because I suspect him not being in that role has something to do with it. Since it's a role that comes with JSM, I would think that under the hood some specifics are in place which you can not set in the permission schemes.

Jeroen

[Paul Cope]

They are in the Receptionist role which has

Service Desk Agent
Create Issues
Modify Reporter

I do not wish to make them part of the service desk team as that is a role for IT personnel.

I have seen from other posts that all that is required is the "Service Desk Agent" role.

So what isn't right for this to work?