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Changing "reporter" field in JSM Cloud

Hi All.  Evaluating JSM for a small service desk that I'm setting up.  Service desk will be entirely for external software customers.  Given our client base, I'm confident that most raised issues will be a phone call although hoping we can push them to self service eventually.  I would like to then be able to raise the issue myself but change the "reporter" to the client that launched the issue via the phone call for tracking purposes.  I understand I would need to first add the client's email as a customer but can't figure out from there.  I have ALL admin rights in Jira. 

Any help from the community is appreciated.  I'm pretty new to Jira so detailed steps are greatly appreciated.  Thanks folks!

1 answer

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Answer accepted

Hi @Jeff Miner , 

 

this is the way to add customers to your site : 

  1. on your JSM project, go to Project Settings and then People : here you can add people with the Service Desk Customers role

 

Let me know if this helps, 

 

--Alexis

Derek Fields Community Leader Feb 18, 2021

Adding on to @Alexis Robert answer: Once you have added the customer to the Service Desk Customer role, you will be able to set the Reporter (the originator of the ticket) on the Create Issue screen. You will need to make sure that Reporter is a field on that screen (it usually is).

A better approach that we advise all of our JSM clients is to train your agents to use the same portal view to open tickets as the customer would. From the JSM project, there is a link to "Raise a Request". This will put you into the portal. From there, you pick the correct request type to create. As an Agent (you don't have to be an admin for this), you will have a "Raise this request on behalf of" box at the top. This will allow you to pick the customer who you want to raise the ticket for. 

Hope this helps.

Thanks @alexis and @derek.  I'll play around a bit.  Appreciate the super quick response.

Works perfectly.  Thanks!  Only other thing is that it appears that once I change "reporter" with the "raised on behalf of",  the issue then defaults to the person I raised it for which is fine but I'd like to keep a record of issues entered by me on behalf of customer X, and Y, etc.  I can do this by noting in an "internal only" comment if there's not a systemic way to do so?

 

Appreciate the help!

Jeff

Alexis Robert Community Leader Feb 18, 2021

Hi @Jeff Miner ,

 

if you need to keep track of this, you can always use a JQL query for this :

 

reporter was jeff

 

This way you'll have the list of all tickets where you were the reporter.

 

Let me know if this helps,

 

--Alexis

Derek Fields Community Leader Feb 18, 2021

You can also use the creator field. The Creator is the actual user who created the ticket, not the Reporter, which can be changed.

creator = jeff 

will show you all of the tickets that you created, regardless of who the reporter is.

Like Alexis Robert likes this

Derek,

Would you able to confirm this field is available in Jira Service Management? I'm trying to add this field to the details section on the ticket view, but can't find it as a custom field to put on the screen.

I feel like I must be doing something wrong since I can't find reporter as a customer field either. Thank you for any help!

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