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Suggestion
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Resolution: Timed out
Hi Everyone,
Thank you for previously raising this feature request and bringing it to our attention.
Within our company roadmap and work capacity, we try to address or review each feature request but admit that not each one will be implemented. To continue the culture of being honest and open, we are closing this ticket to focus on our upcoming roadmap for all Jira Service Management Cloud users. You can visit Atlassian Cloud Roadmap to learn more about what was recently released and the upcoming roadmap.
Thank you again for providing valuable feedback to our team!
Arjun Ganapathy
Jira Service Management Cloud team
NOTE: This suggestion is for JIRA Cloud. Using JIRA Server? See the corresponding suggestion.
The issue collector allows only for the issue type to be chosen when setting up the collector.
If the issue collector is intended to be used with a Service Desk project, these issues will not show up in queues and under requests in the Service Desk itself due to the absence of a value for the request type field.
Adding the request type as a configuration option when setting up the issue collector allows for it to be used for Service Desk projects.
Additionally, if the issue collector is configured to Attempt to match user session of submitter or submitter email address, if the user does not have Application access (license) and Create issues permission for the project, the default issue reporter you specify in it will be used as the issue's reporter, and this means that all customers will have their issues created by the default reporter, so this restriction would also require being addressed to allow Customers using Issue collectors seamlessly for Service Desk.
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[JSDCLOUD-8375] Add request type as a configurable option to the issue collector for Service Desk projects
The "edit request type" option is not available in the most recent versions of JSM. This basically makes collectors a challenge as you cannot set the default in them and you cannot automate them. When using automation to try to set the request type leveraging `Edit Issue` it says that there is no API for this and therefore not allowed.
A workaround I can suggest to solve this is to create an Automation rule that checks when an Issue is created, and if the issue has the Customer request type empty, set it (see my example image-2018-04-27-18-15-44-781.png
). This would solve the problem of the issue not being considered an SD request, but not the limitation related to permissions to create the issue for unlicensed users (basically all customers) so customers using an issue collector will have their issues created with the default reporter instead of with their user.
Is there a best practice/workaround?
May I set the field somewhere in the JavaScript associated with the issue collector? Or do I need to create a trigger?
I don't understand why the issue collector is listed as a channel for collecting support requests from users and lists "reporting bugs" in the description if it is not configured to work in a Jira Service Management project. Am I missing something? We need a support widget with the option to collect session environment data; this functionality is not available in the 'widget' but is in the issue collector, so we planned to use the issue collector as our widget. Now as we try to set it up, we discover that the issue collector cannot be used as an actual IT issue collector out of the box. What IS its purpose?