Is it possible to define requests in the mask in the Help Center?

[Antonia]

As a customer, can you tell yourself whether you have a Service Request/Change or Incident? So in Jira there is also a dropdown when you want to create a ticket that you then select which type you have. Is this also possible in the customer portal/help center? So I have now only set up the portal so that all the requests are service requests, but we actually want the customer to choose what it is (change, incident, service request).

[Marc - Devoteam · Accepted solution]

Hi @Antonia 

Change the Request Types on the JSM project, or create new Request Types on the JSM portal based on the incident work type.

See this documentation on differences on Request type and Work item; https://support.atlassian.com/jira-service-management-cloud/docs/whats-the-difference-between-request-types-and-issue-types/ 

[Antonia]

Hi @Marc - Devoteam

Thanks for your help, but I don't think that's what I mean. The question is rather whether the customer could also get a mask like in the “real” Jira. So that the customer can select the work type and request type themselves.

[Marc - Devoteam]

Hi @Antonia 

No that is not possible.

[Antonia]

Thank you!

[Laura Campbell_Seibert]

@Antonia In case it wasn't clear, you can create a Request type on your portal that is "I need to change something" and the work type is "Change request", and then you can create another request type "Report an incident" and the work type is "Incident".

Customer's can't make any selection (it's all pre-configured by you), but you can pre-configure the options to match what you want. You don't have to have all the requests being created as service requests.

[Marc - Devoteam]

Hi @Antonia 

Please accept my answer as a solution, if my answer helped to solve your request.

This will help other community member trying to solve the same.

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