Agents can’t raise a request on behalf of a customer
Log phone, chat and walk-up requests with the right customer as the reporter.
Not every request comes through the portal. This is how to capture phone and walk-up requests cleanly, with the correct reporter.
The symptom
When a customer calls or walks up, the agent has to create the issue as themselves and reassign it, or log in to the portal as the customer. Either way the reporter, notifications and SLA start out wrong.
Why Jira Service Management behaves this way
The agent create screen sets the reporter to the agent and offers no supported “raise for another customer” mode that also drives portal notifications and request-type behaviour.
The manual workaround — and why it falls short
Agents create the issue, then manually change the reporter. The customer often misses the initial notifications, request-type automation may not fire correctly, and the audit trail shows the agent as the original reporter.
How Patcher fixes it
Patcher adds a Raise on behalf of action to the agent view: pick the customer, pick the request type, and the request is logged with the right reporter, portal notifications and SLA from the first second.
Turn it on
- Install Patcher for Jira Service Management from the Atlassian Marketplace.
- Open Patcher › Patches from your Jira Service Management admin.
- Find Raise on behalf of in the list and switch it on.
- Scope it to the projects you choose, then save — the fix is live immediately.