Raise a request on behalf of a customer
While your customers can raise a request themselves through the portal and by email, sometimes you might need to raise a request for them. For example, if a customer requests help over the phone, you might want to raise a request for them in your service project.
Customers are unable to raise a requests on behalf of another customer, but admins or agents may raise a request on a customer’s behalf in two ways.
To raise a request for a customer from the portal:
In your project, select Raise a request. You’ll be taken to the service project’s portal.
Raise a request is unavailable in IT service management projects. Learn more about the project templates available in Jira Service Management.
Find the request type that fits your customer’s request. You can still search and select work types from here too.
Under Raise this request on behalf of, find your customer using the dropdown or enter their email address.
If you can’t find your customer, learn how to add a customer to your service project.
Fill out the request details and select Create.
A request type must be selected to enable notifications for the customer. To ensure your customer receives emails and notifications, add your customer to the Request participants field in the work item.
Admin note: The name in the field in Project settings / Configuration / JQL will still appear as Reporter.
Alternatively, to create a work item directly in your project:
In your project, select Create.
Find the request type that fits your customer’s request.
Under Reporter, find your customer using the dropdown or enter their email address.
Fill out the request details and select Send.
Your customer will be emailed a link to their request. New customers will also receive an invitation to finish creating a service project account.
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