How to validate Customers request which are coming through JSM Help portal

[Aditya Mohanty]

I have created JSM help portal where customer can raise queries related to Orders , Account information , Delivery and Payment related issues.
But i want to know is there any way to validate whether that request belongs to real customers or not. 

[Anandhi Arumugam _Cprime_]

Hi @Aditya Mohanty How do you classify a real customer vs other customers? Do you have a criteria to identify a real customer? Is your Portal public for anyone to raise tickets?

[Aditya Mohanty]

Portal is not public till now . We classify Real customer through Order id , But how can i put a validation check on Help portal so that customer couldn't raise multiple request for same order id through help portal . 

[Anandhi Arumugam _Cprime_]

@Aditya Mohanty I can't find an app that identifies duplicates on the customer portal. There is an app that will help you within Jira, but the documentation doesn't say anything about customer portal. 

There are some workaround that I could suggest after the issue is created.

1. Create an Automation rule that runs when an issue is created

2. Checks for the Order ID and validates

3. Lookup for other tickets with same order ID

4. Closes the issue with a comment if it finds a duplicate

5. Closes the issue as rejected if it is not a valid Order ID

6. Does nothing if everything is valid

Hope this helps!