In case you are using our add-in with a Jira Service Management project, agents can raise requests have the possibility to raise new issues on behalf of customers, e.g. when they receive a request by phone and want the progress to be tracked. It is also possible there to simply enter an email address for new customers. When creating the request the customer is then being created simultaneously. Customers do not consume JIRA Service Desk licenses or JIRA user licenses.
Our Add-In copies this behavior if you:
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Have a Jira Service Management project selected.
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Have “Request type” enabled. Creating an issue via “Issue type” can never create a customer.
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Enter an email address in the “On Behalf of” field, for which no customer yet exists in your Jira instance. This field will by default already be pre-filled by our Add-In. This can be changed by using the templates in the admin section of our Jira app, see also Create Templates .
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If the tab “Service Portal” is not visible for you, check the following setting in the App Settings.
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other users. In case the user (sender of the email) does not exist as a customer user yet, Jira will create it automatically. This is not a paid, licensed user, but a JSM customer user.
This is how it will look like in Outlook, the “new” indicating that a new customer user will be created by Jira.
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For more details, please see the full article for this feature. |