Jira Service Management: Raise issues on behalf of customers

Jira Service Management Evaluator Resources

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Objective

Can I raise issues on behalf of customers in Jira Service Management?

Environment

Server/Cloud

Procedure

There is a feature called ‘Raise a Request’ in a service project's sidebar. It gives the agents access to the portal with a choice to choose for which customer they can raise the issue for. 

This feature is great for tracking 'tap on the shoulder' requests, when folks ask for help in person. It's also helpful to turn chats, or phone calls, into trackable requests in Jira Service Management.

Please note that using the Create button in JIRA will create a traditional Jira issue rather than a Jira Service Management issue with a request type value. Read more about the differences in Create an Issue vs. Raise a Request. Please use the Raise a Request option on the project sidebar instead to create an issue as a Jira Service Management issue.





Last modified on Nov 9, 2020

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