From customer:

Hello Eric,

I’ve voted for your issue. It would be great if the modification is done for this year. Do you know when Atlassian will think about it?

De : Eric Storch jira-servicedesk-support-system@atlassian.com
Envoyé : 4 décembre 2017 10:05
À : Komguem, Gaëtan <Gaetan.Komguem@ia.ca>
Objet : [SUPPORT] Comment posted to request #SDS-28853: Customer request type not available in Statistic type on Dashboard configuration

Here's my personal tip on how to "fix" this. Create a simple automation rules that trigger on ticket creation with a condition if request type field is empty and add an action set request type.

@ Scott Of course Scott makes sense. Most of our issues are Defect (Production) and that should be the default request type. For the few that are not then set the request type to 'No Match'.

@Mathew I think you have missed the point completely (or your answer is a cop out) and are looking at how perhaps your service desk works which is not the way many others work. As noted, we have one major request type, that should be the default. We are SIGNIFICANTLY better off having the default where we need to change only a few (that are not the default) instead of EVERY ISSUE with your flawed scenario.

The sensible thing to do would be to give the SD admin the 'option' to set a default value for 'Request Type' don't you think?

@Matthew

We have been using JIRA and JIRA Service desk increasingly over the last 6 months and understand the scenario you mention however do not see the issue.

• If I create an issue that is the same as one of the request types it should have the request type selected e.g. Service Request
• If I create an issue that does not have a corresponding request type I would naturally expect to see the no match e.g. Task

This would ensure that all issues created in JIRA automatically show up in the ServiceDesk and if I didnt want it to show up in the Service Desk I can either change the owner, change the issue type.

I'm not sure having the request type appear on the create issue for is ideal as I would in essence have to select the issue type twice.

I hope this is a quick an simple fix as a large portion of our requests are created in JIRA and it is very annoying having them sitting at No Match.

We have created a huge form in one service desk and auto clone these issues to another SD. And then "no match" appears in the 2nd service desk?

Is this a matter of wrong schemes in the destination service desk or?

Anyone is facing the issue JSD-3189, or it's just me?

This issue impacts our service desk daily. Because the request type defaults to 'no match', customers cannot see any requests under their name in the Jira portal.

There are some potential issues to consider here, in regards to the fact that not all Request Types are valid for all issues. That is why when you manually edit the Request Type after creating an issue in JIRA, it displays a list of valid options.

Perhaps, the suggestion might be related to whether it is possible for this field to show up in the standard JIRA create issue form? Currently it is only able to be inline edited or bulk edited