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Suggestion
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Resolution: Duplicate
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NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
Currently, when raising an issue via the portal, the "Customer Request Type" is set automatically according to the type of issue created via the portal.
When viewing an issue created this way, the Service Desk request section shows:
Request Type: Service Request (for example)
Customer Status: Open (for example)
Channel: Portal
However, if a Service Desk Agent logs the request via the normal Jira interface, this is not set.
When viewing an issue created via Jira interface the Service Desk request section shows:
Request type: No match
Channel: JIRA
There is a pull-down menu which can be used to set the Request Type here. In our configuration there is only ever 1 type of Request Type which is applicable to any particular issue type. If this is the case, why not set it automatically.
Alternatively, expose the option to set the Request Type on the creation screen.
- duplicates
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JSDCLOUD-1055 Request Type should be included in the Create Issue screen
- Closed
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JSDCLOUD-1211 Customer Request Type not visible on edit and create screen
- Closed
- is related to
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JSDSERVER-3182 I want to be able to set the "Customer Request Type" manually when raising Service Desk ticket outside of Portal
- Closed