How can we manually set the originator for an issue

[william.ferguson]

When a customer lodges a request via the JSD portal they are marked as the originator and JSD auto sends emails to them as we respond to the issue.

But customers also contact us via email and phone and we create JSD issues on their behalf. In these cases, how do we add the customer's email to the issue as the originator so they get notified of responses by us. Otherwise we end up tracking the issue in multiple places which defeats the value in using JSD.

[Édpo César]

Hi, @william_ferguson

I reckon that to change the creator it's no possible, because it's only a log information. 

But, let me start off by saying that JSD it's only a important part of your process.

You need to use this tool in your favor and not against you, that is, centralize the demands in the JSM. On the other hand, when it comes about notifications settings, in this case, you just need to open a request in the portal on their behalf, and they'll either receive the notification, or add the costumers as a participant as well.

[william.ferguson]

Didn't realise we could use the portal to create issues on behalf of customers. I'll keep that in mind going forward.

But for the issues we don have, how do we add the customers as a participant? I've tried adding them to the "Request Participants" field but it always says "No matches found" so I can't add them.

We really want to centralise all our incoming support requests in JSD.

[Édpo César]

@william_ferguson

Perfect. To add customers as a participant, you'll need add them as a customer first.

There is a customer option on the left side in your project, add your costumer there first, and then, try to add the client again in the Request Particpant Field.

[Édpo César]

@william_ferguson ,

If I helped you, please, mark my answer as accepted to help others. 🤜🏽🤛🏽