Allow querying and reporting based on the customer experience forms

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    • Type: Suggestion
    • Resolution: Unresolved
    • Component/s: Forms
    • None

      At the moment, we can only report or query based on the work type of a work item/request. 

      In many cases, customers would want to know which form was used to raise a request. Though we can view it from the agent work item view, reporting and querying based on these details isn't supported yet. 

      One use case I can think of: We configured two different customer experiences for support and partner, which will eventually create requests in the same space. For each Customer experience, I created a form for the same work type and space. 
      These forms are added to the work item. I need to know how many partners/customers separately reached out about the particular issue. The ability to query based on forms used would help me achieve this. 

      Partial workaround:

      You can query which work items were created in which Customer experience via the following (undocumented) Entity Property and JQL:

      issue.property["sd.channel.context.key"].channelIdentifier = "56705da0-c584-4ed3-ba6e-YOUR-ID"

      You need to replace the value "56705da0-c584-4ed3-ba6e-YOUR-ID" with the actual ID of your customer experience.
      You find this in the URL after navigating to the Customer Experience.

              Assignee:
              sguio
              Reporter:
              Haripriya
              Votes:
              3 Vote for this issue
              Watchers:
              9 Start watching this issue

                Created:
                Updated: