We couldn't load all Actvitity tabs. Refresh the page to try again.
If the problem persists, contact your Jira admin.
IMPORTANT: JAC is a Public system and anyone on the internet will be able to view the data in the created JAC tickets. Please don’t include Customer or Sensitive data in the JAC ticket.
Uploaded image for project: 'Jira Service Management Cloud'
  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

    • Icon: Suggestion Suggestion
    • Resolution: Duplicate
    • None
    • None
    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      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.

            Loading...
            IMPORTANT: JAC is a Public system and anyone on the internet will be able to view the data in the created JAC tickets. Please don’t include Customer or Sensitive data in the JAC ticket.
            Uploaded image for project: 'Jira Service Management Cloud'
            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

              • Icon: Suggestion Suggestion
              • Resolution: Duplicate
              • None
              • None
              • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

                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.

                        Unassigned Unassigned
                        478c5b28ee5c Joe Smith
                        Votes:
                        1 Vote for this issue
                        Watchers:
                        4 Start watching this issue

                          Created:
                          Updated:
                          Resolved:

                            Unassigned Unassigned
                            478c5b28ee5c Joe Smith
                            Votes:
                            1 Vote for this issue
                            Watchers:
                            4 Start watching this issue

                              Created:
                              Updated:
                              Resolved: