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Suggestion
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Resolution: Unresolved
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None
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2
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10
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Multiple Issue Type for Customer Request Type (CRT).
With this feature one can change the Issue Type without clearing Customer Request Type. This makes recategorization of a Ticket viable and easy in for example a workflow transition. A Request for IT Help could be both an Incident and Service Request.
As a Service Desk Agent I want to easily change the Issue Type while keeping Customer Request Type so that I can still see how the Ticket was submitted so that I can later Report on total "Requests for Help" and distuingish on how many are actually Incidents or Service Requests.
As it is today when you change Issue Type CRT is cleared. Workaround is to either create a custom field "ITIL Classification" or create multiple CRT with different Issue Type, but then Customer has to decide whether said issue is Request or Incident.
A workaround Suggestion is Sub Issue Types for JIRA Project.
- is related to
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- Closed
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DESK-4558 Failed to load
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JSDS-564
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- relates to
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[JSDSERVER-1764] Multiple Issue Type for Customer Request Type
Is there any update here? This would be very useful feature as right now we are limited to only one issue type per CRT.
Jan-Henrik Hempel
added a comment - Up-vote!
The current functionality of some binding between request type and issue type in some situations is misunderstanding. Additionally it's not possible to use different issue type in service desk and at the same time triage email request properly, because the triage automate rules are only able to change the request type and that only if all request types have the same issue type. That really reduces the functionality of the service desk.
Jan-Henrik Hempel
added a comment - Up-vote!
The current functionality of some binding between request type and issue type in some situations is misunderstanding. Additionally it's not possible to use different issue type in service desk and at the same time triage email request properly, because the triage automate rules are only able to change the request type and that only if all request types have the same issue type. That really reduces the functionality of the service desk. 
Rachel Robillard
added a comment - I can't believe this doesn't have more comments or votes! I would think many people would want this feature. I want to have a few request type options as possible for customers so the workflow is simple for them, and then when I get the ticket I can triage the ticket to the correct issue type if it's not the default. Unless others are using some other great ways of classifying issues I see this as being a burden for many people.
Rachel Robillard
added a comment - I can't believe this doesn't have more comments or votes! I would think many people would want this feature. I want to have a few request type options as possible for customers so the workflow is simple for them, and then when I get the ticket I can triage the ticket to the correct issue type if it's not the default. Unless others are using some other great ways of classifying issues I see this as being a burden for many people. 
Platform: Jira Service Desk Server
Summary: Moving a ticket from a non-service desk project
Issue: No Customer Request Type
Bad Solution: Create automation to check for something in order to assign the correct request type
Why is it a bad solution: you may have one issue type --> many Customer Request Type relationship
How do you differentiate: by checking for specific clues (field presence, something) which is currently non existent.
I am starting to find more things that can't be done than doable ones and more workarounds for things that should be working and they usually only get noticed when one is knee deep into the platform.