Add customers on issue view screen

[Matt Harford]

Is there a way to add customers directly on the issue view screen?

We often have requests forwarded to us, and it is a bit of a pain to have to leave the request to add customers in the "Customers" screen.

Is there a way to do this?

Thanks,

Matt

[Hana Kučerová]

Hi @Matt Harford ,

if you are agent in JSM, you should be able to edit Request participants field from the issue's view, which results in sharing the issue with another user.

If I don't understand you right, what's the problem, would you please share some screenshots?

Thank you!

[Matt Harford]

Hi Hana, happy to share screenshots if that helps, but I'll try to do a better job explaining, too! 

The problem is when we want to add someone who is not a customer. For example:

-A customer submits a request via email to another department (in this case, not using JSM)

-That department forwards the request to my team, and JSM creates an issue automatically, but the reporter is set to the original department, not the customer

-We'd love to be able to just type the customers email address in the Reporter field, but it seems you have to first add them manually as a customer, before you can enter that email address. 

Essentially, does the functionality exist to add a new customer directly in the "Reporter" field. 

Thanks so much,

Matt

[Hana Kučerová]

Thank you, now I understand perfectly... but unfortunately I don't think it is possible...

There are only existing users in the Reporter field, so you won't be able to select the user before you create account for him.

To be honest I can't think of anything, which will improve the process. It would help, if the another department uses JSM as well, but without it, the forwarded email will always be created on behalf of the department...