Setup

On Behalf works on Jira Service Management Cloud. It lets a customer raise a request on the portal for a colleague in their organization, the way agents already can.

Install

1. In Jira, go to Apps → Explore more apps and search for On Behalf, or open the listing on the Atlassian Marketplace.
2. Choose Get it now and start the free trial. Service projects with up to 10 agents can use it for free.
3. A Jira administrator approves the install. Nothing else is needed: the option appears on your portal for customers who belong to an organization.

Before you start

• Organizations. Customers can only pick colleagues who share one of their organizations, and only organizations added to the service project. In your service project, open Customers → Organizations and add your customers to organizations.
• The Reporter field. The app makes the colleague the reporter, so the Reporter field must be on the project's edit screen. It is there in a standard Jira Service Management project. If you removed it, the admin page tells you and shows how to add it back.

What customers see

• On the request form, under the usual fields: Raise this for a colleague (optional). They type a colleague's name and pick them. Only names are shown, never email addresses.
• After they send it, the colleague becomes the reporter and gets an email. The person who raised it stays on the request, so both see every update.
• On the request page, a note says who raised the request on behalf of whom.

Leaving the field empty raises the request for yourself, exactly as before.

Settings for admins

Open Jira settings → Apps → On Behalf:

• Let customers raise requests on behalf of colleagues, to turn it on or off for the whole site.
• Add a comment to the request, so the colleague gets an email.
• Organizations that can use it. Leave it empty for every organization.
• Service projects where it is off, by project key.
• Language: same as Jira, English, French or Arabic. Jira has no Arabic, so you can choose it here.
• Recent activity: every request raised on behalf of a colleague in the last 90 days, with who raised it, for whom, and the result.

Limits

• Customers can only pick colleagues in a shared organization. Customers who are in no organization see no picker.
• Agents keep using Jira's own Raise this request on behalf of field. On Behalf is for customers.
• Forge apps do not run in the Jira mobile apps; the portal on the web works.