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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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Details

    • Suggestion
    • Resolution: Low Engagement
    • None
    • 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.

    Description

      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"

      Attachments

        Issue Links

          is duplicated by

          Suggestion - JSDSERVER-1567 Ability to Generate a Report/Filter based on Service Desk Channel

          • Closed
          is related to

          Suggestion - JSDSERVER-1247 Add Ability to Report on Issue Created Channel

          • Gathering Interest
          relates to

          Suggestion - JSDCLOUD-2344 Configure A Report To Show Channel Of Requests, Mail or Customer Portal

          • Gathering Interest
          mentioned in

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          Activity

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              Unassigned Unassigned
              somidi Sam Omidi (Inactive)
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              Dates

                Created:
                Updated:
                Resolved:

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