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

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

I am also has been slow to appear in the portal

Thank you Edward. So strange ... it just showed up. Several minutes later now. :-/

Sorry about the noise. On a brighter note, thank you to the Service Desk team! The product has become very usable for us over the past few releases. We love it!

Hi Michael,

Setting the reporter and the request type should be enough to have it show up on the portal.

I've upgraded to 2.1.0 and now I can set the "request type".

I have issues that I entered into JIRA on behalf of clients that are now using the Service Desk (thanks to the new licensing! whoot). Unfortunately, assigning the Reporter field isn't enough to have the issues available in the customer portal under "my requests". Do I need to set the Creator somehow to be the customer portal user?

There was a version numbering mistake on this issue. SD 2.0.4 does not contain this change.

The fix version indicates 2.0.4 (in addition to 2.1-OD-04). I've upgraded; however, I am unable to see that I can edit the request type as shown in the linked confluence page.

Thoughts?

In SD, 2.1-OD-04 there is a new feature that allows the editing of request types. This means an issue that was created through JIRA can be associated with a request type, which will make it show up in the customer portal under 'my requests'
For more information please read: https://confluence.atlassian.com/display/AOD/2014/10/23/Upcoming+Atlassian+OnDemand+upgrade+for+week+starting+on+26+October+2014#UpcomingAtlassianOnDemandupgradeforweekstartingon26October2014-Editrequesttypes

Hi mfernandes@atlassian.com, my friend!

I'm using the last one version of JSD, it's 2.0.2 (that one after the new pricing model announcement).

I'm pretty glad to see that such kind of solution (using JIRA Automation Plugin) works!

So, feel free to recommend it for users. Best,
Michel

Hey michel.barros1, this is awesome!

Just to be sure, what was the version of JIRA Service Desk you were using?

Hi dgm,

I got great news! After trying my own suggestion, with a little adjustment, it worked!

It means JIRA Automation Plugin can help you in demonstrating direct JIRA created issues through the User Portal. YAY!

To achieve such result you have to discover the informations below in your own environment:

• what is the custom field for Customer Request Type
  to do that, login as an admin, go to issues tab, click Custom fields and locate Customer Request Type, after that, click cog icon and choose configure, after new window has opened, check the number in the right side of the URL (i.e. customFieldId=XXXXX)

• what is the custom field for sd.origin.customfield.default.name
  do exactly the same procedure mentioned above

Oh! Before doing the above procedure you have to also discover the static values used to populate the Customer Request Type field (its value will also serve to populate sd.origin.customfield.default.name field). Of course you will need to do so for each issue type configured in your JSD.

Well, to do so:

• Login as an admin, locate the respective screen view used to demonstrate issues from JSD and add the Customer Request Type field
• Then, access User Portal and create a new issue
• After that, go to JIRA issue navigator and query your new issue created (through User Portal) informing its key value
• After issue view screen has been opened, finally, check the value populated in the Customer Request Type

After all, login as an admin (again ), go to plugins tab, locate automation link menu present in the left vertical bar and create a trigger as follows

Name your trigger as your preference (i.e. JSD issues created by JIRA)
Actor: choose one valid user (prefer an admin user)

Trigger
Type: Issue Event Trigger
Issue Event: ISSUE CREATED
JQL expression: project = <your project key> and issuetype = Fault (you will have to create a trigger, just like this, for each existent JSD issue type)

Actions
EDIT ISSUE ACTION

Edit fields: customfield_XXXXX (number encountered for Customer Request Type field) = <value encountered for Customer Request Type>
Edit fields: customfield_YYYYY (number encountered for sd.origin.customfield.default.name field) = <value encountered for Customer Request Type or sd.origin.customfield.default.name, cause they are the same>

Allow variable expansion: Yes
Send notification?: No

That's it! After activating your trigger and start to create new issues using JIRA, you will be able to check them using JSD User Portal.

Hope it helps you with your own environment.

Wow! Hey @Matheus Fernandes, that's a new useful KB for JIRA and JSD Support Team.

Have a great week out there. Best,
Michel Barros

@aaron,

Unfortunately my experience is related to download lifetime mode. As far as I know, on demand versions are quite limited to be able to apply such workarounds.

any options for on-demand ?

Hi Damon,

For the first question, unfortunately my answer is: No, I don't know. Cause the notification implemented through JIRA Automation Plugin can only use JIRA standard notification.

But, regarding to the second question, if you discover the static reference key used to populate each of your JSD issue types, I mean that value populated in the field Customer Request Type, then you can create new triggers using JIRA Automation Plugin in order to set the respective value to the respective issue type. As far as I know, this is the only requirement to allow JSD to show up issues on Customer Portal.

Note: I didn't try such possible solution, but I think it is worth trying

Hope it helps. Best,
Michel Barros

Thanks Michel. Do you know if there's a way to make it send the "JIRA Service Desk Email Notification" rather than the regular "JIRA Email Notification"? Also, any thoughts on how we would get it to show up in the user's customer portal under "My Requests"?

@Damon Morda, As a possible workaround, try to install JIRA Automation Plugin (it's free) and configure a trigger, maybe after issue create or even issue update (set a JQL as criteria) and activate notification in order to notify your user.

I think it will serve you as a workaround until JSD team implement such important feature. Best,
Michel Barros

Does anyone have a recommended workaround until this is built into Service Desk? We are submitting the request on behalf of the user through the customer portal and then changing the reporter, but the user doesn't get the "issue created" notification.

Yes please,
also How to get existing issues published on the customers portal.

as an agent I want to be able to receive customer requests via skype or ph and be able to create the issue and add to the customers list viewable via the portal.