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  1. Jira Service Management Data Center
  2. JSDSERVER-3182

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

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    • Icon: Suggestion Suggestion
    • Resolution: Duplicate
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    • 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.

      Currently, when raising an issue via the portal, the "Customer Request Type" is set automatically according to the type of issue created via the portal.

      When viewing an issue created this way, the Service Desk request section shows:
      Request Type: Service Request (for example)
      Customer Status: Open (for example)
      Channel: Portal

      However, if a Service Desk Agent logs the request via the normal Jira interface, this is not set.

      When viewing an issue created via Jira interface the Service Desk request section shows:
      Request type: No match
      Channel: JIRA

      There is a pull-down menu which can be used to set the Request Type here. In our configuration there is only ever 1 type of Request Type which is applicable to any particular issue type. If this is the case, why not set it automatically.

      Alternatively, expose the option to set the Request Type on the creation screen.

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

            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3011282 ] New: JAC Suggestion Workflow 3 [ 3648709 ]
            Status Original: RESOLVED [ 5 ] New: Closed [ 6 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2663943 ] New: JAC Suggestion Workflow [ 3011282 ]
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2322784 ] New: Confluence Workflow - Public Facing v4 [ 2663943 ]
            Status Original: Closed [ 6 ] New: Resolved [ 5 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2052495 ] New: JSD Suggestion Workflow - TEMP [ 2322784 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2047777 ] New: JSD Suggestion Workflow [ 2052495 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 1280531 ] New: JSD Suggestion Workflow - TEMP [ 2047777 ]
            Matthew McMahon (Inactive) made changes -
            Remote Link New: This issue links to "JSDS-564 (JIRA Server (Bulldog))" [ 285668 ]
            jonah (Inactive) made changes -
            Description Original: Currently, when raising an issue via the portal, the "Customer Request Type" is set automatically according to the type of issue created via the portal.

            When viewing an issue created this way, the Service Desk request section shows:
            Request Type: Service Request (for example)
            Customer Status: Open (for example)
            Channel: Portal

            However, if a Service Desk Agent logs the request via the normal Jira interface, this is not set.

            When viewing an issue created via Jira interface the Service Desk request section shows:
            Request type: No match
            Channel: JIRA

            There is a pull-down menu which can be used to set the Request Type here. In our configuration there is only ever 1 type of Request Type which is applicable to any particular issue type. If this is the case, why not set it automatically.

            Alternatively, expose the option to set the Request Type on the creation screen.             		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-3182].
              {panel}

            Currently, when raising an issue via the portal, the "Customer Request Type" is set automatically according to the type of issue created via the portal.

            When viewing an issue created this way, the Service Desk request section shows:
            Request Type: Service Request (for example)
            Customer Status: Open (for example)
            Channel: Portal

            However, if a Service Desk Agent logs the request via the normal Jira interface, this is not set.

            When viewing an issue created via Jira interface the Service Desk request section shows:
            Request type: No match
            Channel: JIRA

            There is a pull-down menu which can be used to set the Request Type here. In our configuration there is only ever 1 type of Request Type which is applicable to any particular issue type. If this is the case, why not set it automatically.

            Alternatively, expose the option to set the Request Type on the creation screen.
            jonah (Inactive) made changes -
            Link New: This issue relates to JSDCLOUD-3182 [ JSDCLOUD-3182 ]
            Owen made changes -
            Workflow Original: TTT: Simple Issue Tracking Workflow [ 1046383 ] New: JSD Suggestion Workflow [ 1280531 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]

              Unassigned Unassigned
              478c5b28ee5c Joe Smith
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                Created:
                Updated:
                Resolved: