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  1. Jira Service Management Data Center
  2. JSDSERVER-7425

Placeholder for Service Desk request types

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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.

      We would like to filter the Insight CF with service desk request type, e.g.: 

      • We have different services with a custom attribute: TYPE.
      • We defined Service 1 which has an TYPE = Software attribute.
      • We created Insight custom field to return those services according to the request type.We would like to define "Filter Issue Scope (IQL)" like:
        • Type = ${requestType}
        • So that, service desk portal user should only see the Service 1 in the select list when opens a request which is a SOFTWARE.

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            [JSDSERVER-7425] Placeholder for Service Desk request types

            Michael.salvio added a comment - - edited

            Hello cd109bc8d0be ,

            I found a workaround JSM Customer Request Type

            It should work with issue type and project as well.

            If you have Jira Workflow Toolbox Add-on:

            https://marketplace.atlassian.com/apps/29496/jira-workflow-toolbox?hosting=datacenter&tab=overview

            1. Create a JWT Calculated Text field
              1. Add project context
                1. Add an expression
                  1. In basic mode add %{issue.customerRequestTypeName}
              2. Add to request screen
              3. When creating Assets Custom Field in "Filter Assign Scope (AQL)" option use this AQL
                1. objectType = "Customer Request Type" AND "Customer Request Type" = ${customfield_78401.name}
                  1. objectType = "Customer Request Type" (Change to your objectType)
                  2. "Customer Request Type" (Change to your attribute name) = ${customfield_78401.name} (Change to your CF Id)
                2. Make Filter Assign Strict

            I hope this helps!

            Michael.salvio added a comment - - edited Hello cd109bc8d0be , I found a workaround JSM Customer Request Type It should work with issue type and project as well. If you have Jira Workflow Toolbox Add-on: https://marketplace.atlassian.com/apps/29496/jira-workflow-toolbox?hosting=datacenter&tab=overview Create a JWT Calculated Text field Add project context Add an expression In basic mode add %{issue.customerRequestTypeName} Add to request screen When creating Assets Custom Field in "Filter Assign Scope (AQL)" option use this AQL objectType = "Customer Request Type" AND "Customer Request Type" = ${customfield_78401.name} objectType = "Customer Request Type" (Change to your objectType) "Customer Request Type" (Change to your attribute name) = ${customfield_78401.name} (Change to your CF Id) Make Filter Assign Strict I hope this helps!

            Jack Nolddor [Sweet Bananas] added a comment -

            Any workaround to access current requestType as placeholder?

            Jack Nolddor [Sweet Bananas] added a comment - Any workaround to access current requestType as placeholder?

              Unassigned Unassigned
              da0dd4439f59 Alex Cooksey
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                Created:
                Updated: