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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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Details

    • 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.

    Description

      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.

      Attachments

        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

        Issue Links

          blocks

          Suggestion - JSDSERVER-86 Several custom field types can't be added to a request type

          • Closed

          Suggestion - JSDSERVER-7097 'Group' custom field type can't be added to a request type

          • Gathering Interest
          is duplicated by

          Suggestion - JSDSERVER-1055 Request Type should be included in the Create Issue screen

          • Closed

          Suggestion - JSDSERVER-1255 Ability to set the Customer Request Type in Create Issue Screen in JIRA Service Desk

          • Closed

          Suggestion - JSDSERVER-1754 As a JIRA User, I'd like to set the Request Type while Creating an Issue

          • Closed

          Suggestion - JSDSERVER-2962 Dynamically setting "Service Desk Request Type" when creating an issue in Jira

          • Closed

          Suggestion - JSDSERVER-3182 I want to be able to set the "Customer Request Type" manually when raising Service Desk ticket outside of Portal

          • Closed
          is related to

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-4723 Organization field does not appear in Create Issue screen (not portal)

          • Highest - Our top priority issues
          • Closed

          Bug - A problem which impairs or prevents the functions of the product. JRASERVER-59078 Issue Navigator screen does not respect JIRA's "Inline Edit" System setting

          • Low - Low priority issues
          • Closed

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-2419 Service Desk "Queues" screen does not respect JIRA's "Inline Edit" System setting

          • Low - Low priority issues
          • Closed

          Suggestion - JSDSERVER-3425 Add a drop down option "Service Desk Request" to the Create issue button in JIRA.

          • Closed

          DESK-4438 Loading...

          DESK-4439 Loading...

          relates to

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-5025 Request Type is set to "No Match" when moving issues between Service Desk Projects

          • Low - Low priority issues
          • Closed

          Suggestion - JSDCLOUD-1211 Customer Request Type not visible on edit and create screen

          • Closed

          Suggestion - JSDSERVER-1764 Multiple Issue Type for Customer Request Type

          • Gathering Interest

          Suggestion - JSDSERVER-1809 Automatically set Customer Request Type when issue is created via Jira

          • Gathering Interest

          Suggestion - JSDSERVER-2385 Configure default value for request type when creating Service Desk ticket from JIRA

          • Gathering Interest
          mentioned in

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          was cloned as

          DESK-4558 Loading...

          JSDS-564 Loading...

          Activity

            People

              mmcmahon Matthew McMahon (Inactive)
              9cb130dade9f Jan Cornelissen
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              Dates

                Created:
                Updated:
                Resolved:

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