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  1. Jira Service Management Cloud
  2. JSDCLOUD-3182

I want to be able to set the "Customer Request Type" manually when raising Service Desk ticket outside of Portal

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    • Type: Suggestion
    • Status: Closed (View Workflow)
    • Resolution: Duplicate
    • Component/s: None
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      Description

      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.

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              Assignee:
              Unassigned Unassigned
              Reporter:
              478c5b28ee5c Joe Smith
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