Configure A Report To Show Channel Of Requests, Mail or Customer Portal

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      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Problem Definition

      Having a report to show JIRA Service Desk administrator which channel issues are created from.
      This is to track user adoption of Service Desk. It would be beneficial to be able to see if Agents are creating tickets themselves, customers are sending requests via email, or customers are creating tickets via the JIRA Service Desk Customer Portal.

      Workaround

      To filter tickets from E-mail
      issue.property["request.channel.type"].value = "email"
      To filter tickets from JIRA Service Desk Customer Portal
      issue.property["request.channel.type"].value = "portal"

            Assignee:
            Unassigned
            Reporter:
            Sam Omidi (Inactive)
            Votes:
            13 Vote for this issue
            Watchers:
            16 Start watching this issue

              Created:
              Updated:
              Resolved: