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

Customer Request Type not visible on edit and create screens

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    • 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.

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          Sudha
        2. Customer Request Type.png
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        3. Customer Request Type not on Create Issue screen.mov
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        5. Reuest Type - Service Desk.png
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          Lucas Modzelewski [Lumo]

          Form Name

            [JSDSERVER-1211] Customer Request Type not visible on edit and create screens

            Edson Araujo made changes -
            Remote Link Original: This issue links to "JSDS-564 (JIRA Server (Bulldog))" [ 285680 ] New: This issue links to "JSMDC-564 (JIRA Server (Bulldog))" [ 285680 ]
            Charlie Marriott made changes -
            Link New: This issue blocks JSDSERVER-7097 [ JSDSERVER-7097 ]
            set-jac-bot made changes -
            Summary Original: Customer Request Type not visible on edit and create screen New: Customer Request Type not visible on edit and create screens
            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3010849 ] New: JAC Suggestion Workflow 3 [ 3650853 ]
            Status Original: RESOLVED [ 5 ] New: Closed [ 6 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2665886 ] New: JAC Suggestion Workflow [ 3010849 ]
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2325393 ] New: Confluence Workflow - Public Facing v4 [ 2665886 ]
            Status Original: Closed [ 6 ] New: Resolved [ 5 ]
            Deleted Account (Inactive) made changes -
            Attachment New: Customer Request Type not on Create Issue screen.mov [ 302970 ]

            Lucas Modzelewski [Lumo] added a comment - - edited

            It is fixed in Server version but Cloud still does not work

            https://jira.atlassian.com/browse/JSDCLOUD-1211

            Lucas Modzelewski [Lumo] added a comment - - edited It is fixed in Server version but Cloud still does not work https://jira.atlassian.com/browse/JSDCLOUD-1211
            Lucas Modzelewski [Lumo] made changes -
            Attachment New: Reuest Type - Service Desk.png [ 295113 ]
            Matthew McMahon (Inactive) made changes -
            Resolution New: Fixed [ 1 ]
            Status Original: Open [ 1 ] New: Closed [ 6 ]

              mmcmahon Matthew McMahon (Inactive)
              9cb130dade9f Jan Cornelissen
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              234 Vote for this issue
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                Created:
                Updated:
                Resolved: