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  1. Jira Service Management Cloud
  2. JSDCLOUD-2344

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

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    Description

      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"

      Attachments

        Issue Links

          is duplicated by

          Suggestion - JSDCLOUD-1567 Ability to Generate a Report/Filter based on Service Desk Channel

          • Closed
          is related to

          Suggestion - JSDCLOUD-1247 Add Ability to Report on Issue Created Channel

          • Closed

          Suggestion - JSDSERVER-2344 Configure A Report To Show Channel Of Requests, Mail or Customer Portal

          • Closed

          Activity

            People

              Unassigned Unassigned
              somidi Sam Omidi (Inactive)
              Votes:
              13 Vote for this issue
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              15 Start watching this issue

              Dates

                Created:
                Updated: