Customer in portal receives an error indicating that they cannot create ticket on another user's behalf
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Summary
The 'Raise this request on behalf of' is a field that is only visible to the Administrators and Service Desk Agents. Customers do not have visibility to this field. So it is confusing when a customer receives an error in the portal at the time of ticket creation and the error specifies that the customer cannot raise a request on another user's behalf, as seen below:
Diagnosis and Cause
Customers currently do not have the ability to raise a request on behalf of others, through the portal. However the Reporter field in Jira can be linked to a form field and this allows the customer to be able to select a different value for this field in the portal.
So the request type in this case has a form attached and this form has a field which is linked to the Jira field 'Reporter' as shown in the screenshot below:
When the customer tries to enter another name for this field in the portal, this is similar to changing the reporter, or raising a request on behalf of another user, which is a permission that a customer does not have.
This is why the error is seen and the error indicates "You do not have permission to create requests on behalf of other users'.
The customers would not be allowed to enter any name other than their own for any such field in the form which is linked to the Reporter field.
Solution
The solution to fix this would be to not link the Reporter field with any form field that is shown on the portal.
- Go to Project Settings > Forms
- Select the Form used in the Request Type
- Identify the Form field which is linked to the Reporter Jira Field
- Remove the link
- Save the changes
This would ensure that the customers do not try to modify the reporter field as they do not have that ability.
The suggestion below has been created to provide a warning to the agents when setting up the form in order to avoid this error scenario:
For more details on linking form fields to Jira fields, refer documentation below