How can agents manually create users?

[Tim H_]

Hi,

our users don't have access to the portal (which is behind a firewall). We communicate with them through public comments, which they receive as e-mails. When they respond, their response is automatically added to the issue. Whenever a new user sends a mail to the respecive e-mail address, a user object for him/her is created with the role Service Desk Customer. So far, so good.

However, in lots of cases the users don't raise their issue by sending it to the dedicated address. They write to one of our employees, they call them by phone, they send a letter, whatever. In those cases, the Service Desk Team (=agents) has to create the issue manually, either by forwarding the mail to the jira e-mail channel or they use the portal (which *they* have access to). In any case, we somehow have to create a user object for those persons. If we just forward the mail to the Jira channel, our employees are listed as Reporter.

Any help is greatly appreciated!

[Victor Law]

Hi @Tim H_

You might consider adding a field for agents to input the user's email address. Then, using Automation and the REST API, you can:

• Automatically create a Jira Service Desk Customer account for the user using their email address.

• Update the issue by reassigning the Reporter field to that newly created customer.

https://support.atlassian.com/jira/kb/how-to-create-a-user-on-jira-using-rest-api/

Thank you.

[Tim H_]

Dear @Victor Law 

Thank you for this suggestion. Hopefully, this can be done by using Automation alone without additional REST operations. Let's see, how this works out!

Best regards,

Tim

[Joseph Chung Yin]

@Tim H_ -

I would recommend you need to handle it via business process trainings where your employees would need to always asking the customers (who directly contacting them) to get them to use the JSM's email address to create his/her issues automatically.  

You may want to setup an Active Directory group (if your Jira/JSM DC env is using your IDP to control access.  You can then use this AD group and assign it with Service Desk Customers role for your JSM project.  Where your employees manage the AD group membership by adding those customers who contacting them directly to the group.  Once your employees create the issues for them, one can change the reporter to the correct customers.

I know it is not ideal, and this is why letting your customers to know the best way to get assistance is by sending email to JSM custom email address, so issue can be created with their email address directly.

Hope this makes sense and sorry.

Best, Joseph Chung Yin

[Tim H_]

Dear @Joseph Chung Yin 

thank you for this suggestion! I will investigate this and have a look if it works!

Best regards,

Tim