You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.
View groupJoin the community to find out what other Atlassian users are discussing, debating and creating.
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!
Hi @Jeff Miner ,
this is the way to add customers to your site :
Let me know if this helps,
--Alexis
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.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
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
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
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
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
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.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Connect with like-minded Atlassian users at free events near you!
Find an eventConnect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.
Host an eventYou're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.