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Suggestion
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Resolution: Fixed
NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Thank you for all the feedback provided! We are currently exploring a few solutions for this based on the use case from the feedback. Once we have something I will definitely share it with you all!
Thanks again for the responses 
– JIRA Service Desk
Hi all,
Thank you for taking your time out and giving feedback on this ticket. I am just wondering what use cases do you guys fall into with this feature request:
- The user is a JIRA user (not a JSD agent) but would like to raise request for a JSD project from the JIRA side
- The user is a JSD agent and is raising the ticket on behalf of a customer in the JSD project
- The user is a JSD agent is is raising a ticket for themselves.
- Other use case: please specific
I would love to hear about what use cases you guys have and see what solution we can do to best suit your needs.
Cheers,
Vincent - JSD Product Manager
Since Service Desk 2.1 we can edit the Customer Request type, but the field is not visible on the Create or Edit screen. I added the field and when I go to Configure Fields, I can check the field. Something is happening (some white space is added where the field should be), but the field is not visible.
I know we can raise a request for a customer throught the portal in his name, but, it should be visible on those screens.
Workaround
Automatically set Customer Request Type When Issue is Created via JIRA.
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JSDSERVER-4723 Organization field does not appear in Create Issue screen (not portal)
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[JSDSERVER-1211] Customer Request Type not visible on edit and create screens
Hey,
My use-case that is affected by this is when I need to move a JSD issue from one desk to another. This happens quite a lot that users are creating the issue in the wrong desk and when the agent "escalates" the issue to the correct desk the Customer Request Type is cleared and the issue unavailable to the user.
It would be great if at least the Move operation could provide me with an option to set the new Customer Request Type.
Cheers,
// Svante
Why is this not classified as a bug in JIRA Service Desk? It is clearly functioning incorrectly.
- The Customer Request Type field** is available to be added on the create Screen.
- The Customer Request Type field can be added to the create Screen using standard JIRA Screen editing functionality.
- JIRA does not provide a warning to the JIRA admin that it will not be shown on the create Screen.
So whilst the JIRA screen configuration is correct. This is completely ignored and the field is simply not shown at all - without reason. Dude, that's a bug.
Even using the JIRA REST API, you have to perform two requests to submit an issue correctly and set the Customer Request Type field. First request to create the issue, second request to set the Customer Request Type. Bizarre.
Also need this feature, it is quite common for a service desk agent to open an issue on behalf of the customer, especially if the Internet is not working or the PC is not working etc. Any news on when this will be added?
If the request type is not set, customers cannot see the issue at all. So, they don't get any updates, and they won't be able to give a rating for service.
You can try it yourself..make a service desk ticket without a request type, and try to access it via the customer portal link - https://yoursite.jira.com/servicedesk/customer/portal/#/*issue number*
Yes this was the case for us. We set up a generic request type for our portal that we mapped to a generic issue type in Jira that we could use for our issue creation workflow. So basically, all issues created by agents in the Service Desk project will have to be the generic request type/Issue type called "Service Request" when they are created.
Then, from there agents progress the issue by transitioning to a different request type each with it's own workflow. However since the issue was created with a valid Request Type at first, even after we change it to an issue type that is not mapped to a Request type, the "Customer Request Type" stays what it originally was. So the Request Type field in the "Service Desk Request" box on the right will have "No Match" but the issue will still be visible on the Customer Portal.
We have seen an issue where if the request type isn't updated in the JIRA ticket that the notifications don't go out to customers. Is anyone else seeing this issue?
We have the same need. We've tried several work around solutions, but they don't ever work correctly because we have highly specialized mappings of IssueTypes -> Request Types. Agent take calls, IM, chat, etc. We've tried to use automation, but due to the above that doesn't work. Ultimately, we just need to be able to set the request type at the creation screen. Please fix!
We also use the create screen when agents create the ticket - for request received through phone call, IM chat, etc. We need to be able to set:
- request type
- organisation
- participants
It is fixed in Server version but Cloud still does not work
https://jira.atlassian.com/browse/JSDCLOUD-1211