Jira Service Desk Customer cannot do "Raise this request on behalf of"

Zita Bagi
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January 23, 2020

We have Server, Core, Jira Service Desk and cannot add the „Raise this request on behalf of” option to the Service Desk for Service Desk Customers in one project, this is only available for Admins.

It works for other projects, however, for this particulary project, where it doesn’t work, the followings have already been completed:

  • Obviously, Service desk customer - portal access Role has already been added to the Modify Reporter Permission.
  • In Global Permissions we already have „Anyone on the web” next to „Browse Users” so they should be able to delect users
  • in the workflow there is no validator / post function which would block this during issue creation (or later)
  • we have no Scriptrunner Behaviour / Listener which would modify this.
  • Reporter is added to the Create / View / Edit issue screens too.
  • In field configuration scheme Reporter isn’t hidden
  • In Project Settings > Customer Permissions > Who can customers share requests with? >we have Any customer or organization, by searching in this project

Yet the Service Desk customer woh has portal access still cannot raise a request on someone else’s behalf.

What could have gone wrong? Anyone has ides?

Thanks in advance!

 

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Zita Bagi
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January 24, 2020

Hi guys, thanks for the answers. I submitted this to Atlassian Support too, here's their answer too, it's basically the same:

"From my understanding you are trying to make the option Raise this request on behalf of available to Customers.

In regards of that, please note that the Raise this request on behalf of is only available to Admins and Agents users and not to Customers.

We have an open suggestion ticket in our public issue tracker to implement this functionality: JSDSERVER-4102. Please note that the request will be processed according to our New Features Policy. If you watch this ticket, you will get notifications whenever there is an update to it, and if you vote for it, it will help raise its visibility within our Development and Product Management teams. I have ensured that your ticket is mentioned there in an internal comment to increase the visibility from the report.

For now, the only workaround that I can think of is to use the Request participants functionality. This functionality won't allow customer 1 to raise a request on behalf of customer 2, but it will allow customer 1 to share a request with customer 2."

Sean McConnell May 3, 2021

This is not correct either, I have the user a Service Desk Manager -- Service Desk User - And Service Desk Admin. I still do not have the option.

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Answer accepted
elvir.dzeladin
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January 23, 2020

Hi,

 

Rising on behalf is only available to users with an agent licence.

This feature helps agents to raise a ticket on behalf of a customer in case they received a call or an email somewhere so that they can still track their tasks.

Customers can not raise on behalf, they can only share the request with an organization they are part of (if configured by agents/admins)

Have a good day

Zita Bagi
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January 23, 2020

Thanks! But has this never been available? As far as I remember, this should be possible, if you add Modify Reporter permission to Service Desk Customers - Portal access, no? This would be impossible not to raise a request on someone else's behalf, this is general practice which should be allowed.

Jack Brickey
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January 23, 2020

This is not possible. A customer could Cc (optional) the other person and mention in the description that they are raising on behalf of the other person. In turn the agent could then change the reporter (swap the reporter and request participant) as a work-around.

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Zita Bagi
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January 24, 2020

Thanks. I've actually made a workaround with the plugin called Automation for Jira:

- I made a user picker custom field called On behalf of, the user can add someone else's username

- Automation rule copies this to the Reporter field, triggered by issue creation event

- I also capture the creator by Current User, using Deviniti plugin (sync between Jira and AD)

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Kathi Paquet
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September 12, 2021

Thank you for the insights

Scott Beeson
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September 23, 2021

This is unbelievably ignorant.  I just spent 30 minutes changing permissions for "Modify Reporter" unable to figure out why it didn't take.  Infuriating.  

Kathi Paquet
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September 23, 2021

This was my workaround to allow Customer Only to raise request on behalf of:

 

1) Created a custom field (Reported on behalf of" and added to the Portal View

2) Created an automation rule for Trigger on Create Issue

3) Set the Reporter field to my custom field

 

The original creator is added as a Participant automatically and the Reporter is now the person from "Reported on behalf of"

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Sam Huawey December 15, 2023

Not really a good workaround because agents see 2 fields on behalf - one standard Jira field, another - custom field.

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Answer accepted
Sue Lund
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May 27, 2021

We used a workaround that seems to be working.

We created a custom field called "Affected User" and added it to the forms.   Support is trained to look at that field and not the reporter field.

We also added automation that automatically shares the ticket with the Affected User to make sure they get the notifications and can monitor the ticket in the portal.

I hope this is helpful.

Kobi Dikrman
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May 17, 2022

hey

can you please share this automation flow ?

Sue Lund
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May 17, 2022

I hope this helps.  When the custom field is updated, the automation copies the affected user (our custom field) into the request participants field.

We only add it if the affected user is different from the reporter.

Automation 1.JPG

 

 


Add affected user.JPG

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Sean McConnell September 23, 2021

Raised on the Behalf is only for Licensed Users. SD customer do not have the ability. 

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