Created request using Service Desk portal, but request type is incorrect.

[Alycea Snyder]

I might be missing something obvious. 

I created a Request Type in Service Desk called "Phones aren't working." 

Then I went to the portal, selected the group, then selected the request type "Phones aren't working," and submitted a ticket. 

The ticket came through with a Request Type of "Get IT Help," which was a default value, not one that I set up. 

How do I make sure the Request Type on the ticket matches the one from the portal? 

[Alycea Snyder · Accepted solution]

I figured it out. In the built-in automation in Service Desk, someone had created a custom rule to apply this Request Type to all incoming requests. 

[Jack Brickey]

well that sure was an ugly automation :-(

if indeed the requirement was to always be "Get IT help" then there should only be one request type. :-)

glad you found it.

[Jack Brickey]

this sounds odd to be sure. I have never seen this occur unless someone changed or some automation changed it. Is this repeatable? I would certainly run another test and immediately check it. Also, to be clear You are looking at the "Request Type" and not the "Issue Type" here correct? What Issue Type is associated with the "Phone aren't working" Request type?

[Alycea Snyder]

Yes, this is repeatable, from multiple Request Types in multiple Groups. They all come through with "Get IT Help" as the Request Type. 

Yes, I am looking at Request Type, not Issue Type. The Issue Type applied is Service Request, which is accurate.