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  1. Jira Service Management Data Center
  2. JSDSERVER-2344

Configure A Report To Show Channel Of Requests, Mail or Customer Portal

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    • Icon: Suggestion Suggestion
    • Resolution: Low Engagement
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    • Reports
    • 1
    • 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.

      Problem Definition

      Having a report to show JIRA Service Desk administrator which channel issues are created from.
      This is to track user adoption of Service Desk. It would be beneficial to be able to see if Agents are creating tickets themselves, customers are sending requests via email, or customers are creating tickets via the JIRA Service Desk Customer Portal.

      Workaround

      To filter tickets from E-mail
      issue.property["request.channel.type"].value = "email"
      To filter tickets from JIRA Service Desk Customer Portal
      issue.property["request.channel.type"].value = "portal"

            [JSDSERVER-2344] Configure A Report To Show Channel Of Requests, Mail or Customer Portal

            Neliah Goldstein added a comment -

            Brilliant, thank you. 

            Neliah Goldstein added a comment - Brilliant, thank you. 
            Alex Cooksey made changes -
            Resolution Original: Won't Do [ 10000 ] New: Low Engagement [ 10300 ]
            Status Original: Closed [ 6 ] New: Closed [ 6 ]
            Charlie Marriott made changes -
            Resolution New: Won't Do [ 10000 ]
            Status Original: Gathering Interest [ 11772 ] New: Closed [ 6 ]

            Charlie Marriott added a comment -
            Atlassian Update – 1 March 2021

            Hi,

            Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.

            This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).

            We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.

            To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues, and current work and future plans.

            Regards,

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 1 March 2021 Hi, Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request. This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers). We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here , and how we prioritise what to implement here . To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues , and current work and future plans . Regards, Jira Service Management, Server & Data Center
            Charlie Marriott made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 504979 ]
            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3010414 ] New: JAC Suggestion Workflow 3 [ 3647814 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2663851 ] New: JAC Suggestion Workflow [ 3010414 ]

            Megan Nacey added a comment -

            I am actively looking for this reporting opportunity.   Use case would be determining method of ticket creation to create campaigns to drive volume through the portal, versus email submissions.  

            Megan Nacey added a comment - I am actively looking for this reporting opportunity.   Use case would be determining method of ticket creation to create campaigns to drive volume through the portal, versus email submissions.  
            SET Analytics Bot made changes -
            Support reference count New: 1
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2322409 ] New: Confluence Workflow - Public Facing v4 [ 2663851 ]
            Status Original: Open [ 1 ] New: Gathering Interest [ 11772 ]

              Unassigned Unassigned
              somidi Sam Omidi (Inactive)
              Votes:
              10 Vote for this issue
              Watchers:
              11 Start watching this issue

                Created:
                Updated:
                Resolved: