Can we use a single logon used by multiple people & still get who raises a Request

[Admin Support]

Hi

We are setting up Service Desk to provide support to a business partner who has their own support team (approx 13 staff) supporting our overseas clients.  They generally use a single email address eg support@mycompany.com from which any of their 13 team members can raise a Request for other 3rd party vendors. 

We want to ensure we capture who specifically raised the issue and I have set up the Support email address and was planning on setting up individual user accounts for each of the team members.  This team is dynamic and can include contractors so a Select List field type would not be practical. 

I'm new to Jira and can only think of a text field making it mandatory to get the person raising the Request to enter their name.

Done anyone have any suggestions on the best way to do this?  

[Bastian Stehmann]

Hi Linda,

just to get it right.

You set up the Service Desk and you have a team of X agents.

Your Business Partner (with 13 staff), is in this case your customer and creates issues in your Service Desk and that will be solved by your team?

In that Case, you can just create "Customers" for that 13 people and set them in your issues.

[Admin Support]

Hi Bastian

Yes we've set up Service Desk and currently just looking at rolling it out. 

We have a business partner who is providing level 1 support for our end customers, where they are unable to resolve an issue, one of their team will raise a Request to us for resolution. 

We have a service desk project for each of our end customers which our business partner will raise Requests to us on behalf of our end customer in the respective customer project.  Effectively our business partner is our customer and so has access to the Customer Portal.  

I've set our business partner up as an organisation and my intention was to set the 13 staff up Customers under the Organisation so they have visibity and access to eachothers requests.  However doesn't this mean that all 13 will need to have their own account to log on to the customer portal.  Given that their team of 13 staff is dynamic and includes contractors they want to use the same logon for all of their team.

I thought of adding a select list field type to the requests so they could select their name as they raise the request however it means we still have the overhead of maintaining the pick list for peoples names.

[Bastian Stehmann]

Hi Linda,

sorry for the delay.

Thanks for the clarification. 

Your intention to set up an account for each of the staff is what I would strongly recommend, even if the team is changing. If it is possible to configure your portal to allow self signup, this would be a quick thing to do and does not really  mean effort to that team. 

If they really does not want to have it that way, I do not see any other way than having a custom field, where they must select / enter their name. But if the team is changing so often, you will have a lot of administration effort to keep the select field up to date, so a Text field might be the better solution for you but means more effort to them.

[Admin Support]

Hi Bastian

Thanks for your response, I'll have a look into configuring our portal for self signup to get a idea on how this would work on a process level for our customer.  Otherwise we'll go with the mandatory text field.

Cheers for your help

Linda

[Bastian Stehmann]

Hi Linda,

you are welcome. I am glad if I could give some help.