Setting reporter or adding request participant before creating them

[Fabio Martignago]

Hello,

in a Service Desk (cloud) project How could an agent sets the reporter (or adds a request participant) with a new/unknown customer for the system filling the field with his email?
Sometime the agent have to open an issue "on behalf of"... but the customer isn't registered yet.

PS: I don't want to create the account for that person before. It's going to waste too much time.. I prefer filling the email address for the new customer that should just finalize the registration himself...

Any idea? thanks

[Angélica Luz · Accepted solution]

Hello @Fabio Martignago,

Thank you for reaching out to Atlassian Community!

When creating a new ticket via Jira or via Portal as an agent/admin, when you add the email address, it should show the option to create the customer account:

Regarding the participants, it’s not possible to add them when creating a ticket, it will be necessary to add them after the ticket is created.

On the agent view, it will not be possible to create a new account via the participants’ field. Agents must go to the Customers page in the project and add them before.

A workaround for that is to open the ticket in the customer portal and add them on “Share with”.

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica

[Fabio Martignago]

sorry guys you right! I can open the issue as you describe