How to assign Customers to a request in JSM cloud?

[Asszonyi Zsuzsanna]

Hello,

Do you have any idea how to assign a request to a customer, or how can a customer assign any agent to a request? Pretty sure there are good workaround for that, but by now I only find add-ons with read only fields. Important note that the clients are not from the same organization (probably Teams fit only within the same org.)

I thought probably we can solve it with approver function, but in this case if agent sets the approver, he can't assign it back (or can he?)

And I don't even know how to filter for this field on customer portal.

Does anyone have any idea about it?

[Mike Rathwell · Accepted solution]

Hi @Asszonyi Zsuzsanna 

So... a couple of things. Because JSM is licensed differently, you can't actually "assign" someone without a JSM license and in the right role to an issue. HOWEVER, all is not lost if I am reading your question correctly.

When you set up a given status in your workflow to be an "approval" status, you will pick a field to get the approver from. I typically make a multi-user custom field called "Approvers" (since you can have more than one approver). Then one uses that to choose the approver from on that approval status. 

In this case, the approver is never actually assigned the issue. Yes, the issue is held until it is approved but the assignee remains throughout the process.

This page is a good one to walk you through how to do all this.

Hope this helps.

[Asszonyi Zsuzsanna]

Thank you very much for your quick support Mike!

It seems to be very useful! We give it a try! 

[Mike Rathwell]

I am not sure what you mean but... you don't actually have to do anything to make the approvals "special" on the portal. The approver(s) will get an email they can just click approve/deny from directly OR, if they to go your portal, they will have a "My Approvals" link added to their profile along with "My Requests".

Once you have it configured, you can run a test with yourself as approver and get the URL for the "My Approvals" link on your instance. The neat thing is that same URL works for ALL the people on ALL the service desks you might configure.

Also... a favor... if you liked my answer, do please accept it :)

[Asszonyi Zsuzsanna]

Now I've read through all the linked pages, and I got it how it works. Thank you again!

[Mike Rathwell]

Glad I could help. This is a great tool and you can make a service desk for basically... all the things...