How to Get Customer Request Type from Customer Portal

[Scott Eremia-Roden]

Is there a way to pull data from the customer portal and drive picklist based on request type? Either through plug-ins or built-in?

[Carol Jones · Accepted solution]

@Scott Eremia-Roden -- Are you trying to identify which Customer Request Type your customers have selected?

I know my instance has a couple of plugins installed, so not sure if this is an out of the box solution or not, but worth a try.

When I create a filter, I am able to add "Customer Request Type" as one of my columns.  I'm also able use it within my filter selections.  This is on JSD v3.9.4.

[Scott Eremia-Roden]

@Carol Jones --I am but I do not need to have it filtered through a report. I am trying to use the Customer Request Type to drive functions on the customer portal screen. As an example when someone click Request Type "Computer Software" and the issue type would be "Service Request" on the screen I want to have a picklist of software. Then as another Request Type "Frozen Hardware" Issue Type "Service Request" would have a picklist of common descriptions of what happened before. 

[Carol Jones]

Ah!  I don't know of a built-in solution for dynamic options, however there are two plugins that I've found that currently provide this functionality.

Extension for Jira Service Desk
Dynamic Forms is one of the features provided with this plugin.  We've used this for years and it's come a long way.  Very user friendly.

ScriptRunner for Jira
The Behaviours component is now compatible with Service Desk, so if you already have this plugin for other reasons, you now have this added bonus!