Priority: Low

Guys, let's be real: I need to create an issue, then go to an issue page and assign a request type.

Why? I agree with Karol Jochelson, this is illogical. So many years have gone and nothing is done.

Please, let's fix this!

This is all so illogical and still not resolved. JSD customers only have one place to view issues they are involved with, so what is the use of adding a customer as a reporter or participant to an issue if they can not see it unless a request type is specified? I don't see how the request type plays any further role in the issue life except for initially setting the issue type, so why base everything on request type? I do not want to edit the request type for an issue every time, sometimes there is no relevant request type that matches the issue. Come on Atlassian, this system is suppose to work for the people not against them. 

it389 JSD has the ability to "bulk edit" existing issues to set a "Customer Request Type" and hence make them turn up in the JSD portal

• search for the issues you want to change (make sure they are of the same issue type) eg : project = IT and type = "IT Help"
• select "Tools / Bulk Change" in the top right corner
• select the issues you want to change (eg all of them maybe) and hit Next
• select "Edit" issues and hit Next
• select "Change Customer Request Type" and choose a request type to change them to
• decide whether you want an email notification to go out with this change and hit Next
• press Confirm

The existing issues (of that issue type) will be editied to have a request type set for them and hence turn up in the JSD customer portal

Since the move to Jira 7, JSD and the new licensing model, this problem is not "minor", it's CRITICAL. When a project us moved from Jira Software to JSD, any customers who has created an issue within Jira must be able to retrieve it within JSD.

Currently the way to link an issue to a request type after it has been created is using the Edit Request type feature.
It is also possible to create an issue on behalf of a customer through the Portal and have it show up for the customer. In the agent view, there is a customer portal link that opens the Portal in a dialog, so it is very easy to create a request on behalf of a customer without leaving the queues page.

More information can be found here in our release notes for 2.1: https://confluence.atlassian.com/display/SERVICEDESK/JIRA+Service+Desk+2.1+Release+Notes

@ Brad
So can I show the Customer Request Type on the Create Issue form? Doesn't look like it. So we have to edit that field after creating the issue? This does not seem logical to me. We just upgraded to 2.1

Hi,

I do not understand : "In summary it is expected that issues created on the "inside" via the JIRA UI are not shown in the JSD portal.".

In our company, the user has the following ways to mention an incident :

1. Mail, Phone : An agent creates an issue in JIRA. The field "reporter" is filled in with the name of the user.
2. Portal : The user creates himself an issue in JSD portal.

Our objective is the following : the user can see in his JSD portal all his requests/incidents whatever the channel used to create them : mail, phone and portal.

Up to now, it does not work... We have the 2.1 JSD version.

Thanks,
laurent dumont

oliver.brian

The latest version of JSD has the ability to edit the "Customer Request Type" both on the individual issue page inside JIRA and via bulk edit.

So issues that are created via standard JIRA platform issue create can be mapped back into JIRA Service Desk tickets from the customer portal point of view.

This is aimed at allowing tickets to be moved amongst projects (misfiled or change of circumstances) and generally re-classifying the tickets because the request type definitions have changed over time (we used to collect Fault Request Types say but we no longer do - migrate all the old one)

Can you expand on "There is now new facilities to "edit / set" the JSD request type field and hence migrate issues from JIRA internal and between JSD projects as well if need be." Are you saying we can create issues through Jira, then easily set the JSD request type?

JIRA Service Desk has the following behaviours for issues created within the JIRA platform itself.

• Issues created within the JIRA UI do NOT turn up in the customer portal by design
• The issue does not have the JSD request type field set and is not considered a JSD portal created issue
• All issues created via the customer portal will have the JSD request type field set and hence show up in the portal

• Issues created via JIRA platform email handlers will NOT turn up in the portal since they do not have then JSD request type field set
• Issues created via JSD email handlers will turn up in the portal since they have the JSD request type field set

This allows the system to differentiate from issues that are intended for internal consumption and those that are created as part of the JSD customer portal experience.

There is now new facilities to "edit / set" the JSD request type field and hence migrate issues from JIRA internal and between JSD projects as well if need be.

There is also new facilities to allow agents to "raise requests" on behalf of customers via the portal as well.

In summary it is expected that issues created on the "inside" via the JIRA UI are not shown in the JSD portal.

Cheers,
Brad Baker, JIRA Service Desk Architect