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Suggestion
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Resolution: Low Engagement
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Currently in Service Desk if you use the Create button or 'c' key to create an issue it doesn't correctly create in Service Desk project.
The request type is not set, and notifications will not correctly be processed by Service Desk.
Workarounds:
- Set an automation rule so when an issue is created, the automation will set a Request type according to the Issue type:
- You might need to add several "IF" clauses to evaluate the different issue types on the project and set the relevant request type.
- Do not use the "Create" button for Service Desk projects (or even restrict the issue creation Permission to agents in that project), use the "Raise request" option:
- You can add the Customer Request Type field to the Issue creation screen (although currently it is not possible to set the field as Required):
- is related to
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- Closed
[JSDSERVER-5743] When using the Create Button or the 'c' key for a Service Desk Project it should correctly create a ticket.
Our new App, ProCreate for Jira Service Desk may help with this Joe - https://marketplace.atlassian.com/apps/1220259/pro-create-for-jira-service-desk?hosting=server&tab=overview
Hi Rene, thank you for the updates. I know the workaround is to use the raise an issue section instead of the create button, but that is leads to a poor user experience for our agents. They are in Jira all day, using the create button to create issues immediately upon receiving a phone call or starting a new 1-2 hour project. Asking them to leave that workflow just to create a ticket, and then return to the agent area to actually work on that ticket, causes a pretty significant work slowdown. It seems like a ticket should be created with all the same features no matter how the creation happens.
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,
Charlie
Jira Service Management, Server & Data Center