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Jira Service Management Data CenterProject Type: software

Jira Service Management Data Center

Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-1211

Customer Request Type not visible on edit and create screens

XMLWordPrintable

    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Updated 16 May

      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

      Updated 6 May

      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:

      1. The user is a JIRA user (not a JSD agent) but would like to raise request for a JSD project from the JIRA side
      2. The user is a JSD agent and is raising the ticket on behalf of a customer in the JSD project
      3. The user is a JSD agent is is raising a ticket for themselves.
      4. 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.

        1. CRT.PNG
          CRT.PNG
          59 kB
        2. Customer Request Type.png
          Customer Request Type.png
          155 kB
        3. Customer Request Type not on Create Issue screen.mov
          2.13 MB
        4. image-2016-07-22-09-13-27-459.png
          image-2016-07-22-09-13-27-459.png
          13 kB
        5. Reuest Type - Service Desk.png
          Reuest Type - Service Desk.png
          138 kB

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            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 Data Center'
            1. Jira Service Management Data Center
            2. JSDSERVER-1211

            Customer Request Type not visible on edit and create screens

            XMLWordPrintable

              • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

                NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

                Updated 16 May

                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

                Updated 6 May

                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:

                1. The user is a JIRA user (not a JSD agent) but would like to raise request for a JSD project from the JIRA side
                2. The user is a JSD agent and is raising the ticket on behalf of a customer in the JSD project
                3. The user is a JSD agent is is raising a ticket for themselves.
                4. 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.

                  1. CRT.PNG
                    CRT.PNG
                    59 kB
                  2. Customer Request Type.png
                    Customer Request Type.png
                    155 kB
                  3. Customer Request Type not on Create Issue screen.mov
                    2.13 MB
                  4. image-2016-07-22-09-13-27-459.png
                    image-2016-07-22-09-13-27-459.png
                    13 kB
                  5. Reuest Type - Service Desk.png
                    Reuest Type - Service Desk.png
                    138 kB

                        mmcmahon Matthew McMahon (Inactive)
                        9cb130dade9f Jan Cornelissen
                        Votes:
                        234 Vote for this issue
                        Watchers:
                        204 Start watching this issue

                          Created:
                          Updated:
                          Resolved:

                              mmcmahon Matthew McMahon (Inactive)
                              9cb130dade9f Jan Cornelissen
                              Votes:
                              234 Vote for this issue
                              Watchers:
                              204 Start watching this issue

                                Created:
                                Updated:
                                Resolved: