How can customers add customers via the portal?

[Alex Mihailoff]

I have been building out a new hire form process. After reviewing my alpha version with HR, they want to be able to fill out the basic details and then have it completed and approved by the supervisor for specific system access. I think I have that part sorted out via workflow and automation.

In the testing, we found that not all of the potential supervisors/managers were available in the drop down field. The form would not allow a custom email address to be put in even if the domain matched the organization. I imagine I could add the supervisors and managers manually myself but I saw and enabled the ability for customers to add other users as customers. 

How can they do that? I vaguely remember reading that it could be done if they use the "Share" function but that only appears after the ticket is generated. Is there a way to do that within the form before the ticket is created?

[Ryan Bullock · Accepted solution]

Hi @Alex Mihailoff I believe there are a few settings you would want to check first. In the JSM product settings under customer access do you allow portal-only accounts to be created, and do you have the allow customers to create accounts boxes checked? Then in the project in question, is channel access open or restricted? Restricted means only agents can add new customers.

Once you have checked these, anyone should be able to share the URL of your help center and create an account, if allowed based on the above. Once the account is created, they can open requests or have requests shared with them.

[Alex Mihailoff]

I have it set so that internal customers have access to the health center and our domain is configured as an approved domain. Allow customers to create accounts is checked off.

Channel access for the project is open.

If I understand your response overall, there is no way for one customer to create an account using the email of another customer in the form. The approving supervisor/manager would have to log in to create the account. That or we could create the accounts as admins. Am I understanding that correctly?

[Ryan Bullock]

Yes, correct. There is another setting to allow users to submit requests and access the portal without logging in. That may allow the customer to share with any email but it is not something I have done or tested personally.