Thanks for raising this feature request.
The Customer Portal in JIRA Service Desk displays Request Types to users. A Request Type is essentially an Issue Type template - you can rename and hide fields, preset values, etc. As an admin, you have the choice to:
- define multiple request types that back off the one issue type (eg. "Printer Request" and "Computer Request" might both be "Hardware Issues")
- have issue types that have no request types associated with it (eg. you may not want end users to create "Internal Issues" via the customer portal).
This is why it's not possible to map every single JIRA issue to a request type. Service Desk will automatically link request types to issues that are created via the Customer Portal, but for issues created via JIRA or via JIRA email handlers, they will not be linked to a request type.
We have two open feature requests that can address the underlying problems you describe:
JSD-55: allow you to set the request type for existing issues, so that they show up in the Customer Portal. This will allow you to specify what request type you want to use to in order to display the issue, eg. if you have "Hardware" issues, you will need to decide whether they are "Computer Requests" or "Printer Requests" and set the field accordingly.JSD-38: allow you to define email handlers that link to request types. This will give you the ability to link email addresses to specific request types so all emails that come in are automatically linked to a defined request type.
Suggestion
JSDSERVER-38 As an admin I want Service Desk to recognise issues created by Mail Handlers and through the standard Create Issue
Thanks for raising this feature request.
The Customer Portal in JIRA Service Desk displays Request Types to users. A Request Type is essentially an Issue Type template - you can rename and hide fields, preset values, etc. As an admin, you have the choice to:
This is why it's not possible to map every single JIRA issue to a request type. Service Desk will automatically link request types to issues that are created via the Customer Portal, but for issues created via JIRA or via JIRA email handlers, they will not be linked to a request type.
We have two open feature requests that can address the underlying problems you describe:
JSD-55: allow you to set the request type for existing issues, so that they show up in the Customer Portal. This will allow you to specify what request type you want to use to in order to display the issue, eg. if you have "Hardware" issues, you will need to decide whether they are "Computer Requests" or "Printer Requests" and set the field accordingly.JSD-38: allow you to define email handlers that link to request types. This will give you the ability to link email addresses to specific request types so all emails that come in are automatically linked to a defined request type.