Know where a request originated from

[Matthias Gaiser _K15t_]

We are using Jira Service Management for supporting our customers. Besides letting our customers visiting our portal and selecting the request types directly, we also want to enable our users to create specific requests from certain web pages or within our apps.

In order to do so, we're using simply a link to open the JSM portal with predefined values like https://k15t.jira.com/servicedesk/customer/portal/3/group/5/create/15?summary=Help%20Center&customfield_14669=11148. This prefills the summary as well as a customfield which we're using for our products.

We'd like to add some criteria there now so that we can differentiate the origin of the support ticket, but haven't found a good solution for it yet.

What we thought about:

1. Fill a prefix in the summary like [IN-APP Help]
   People may leave it in there or change it. We don't have a real control over it.
2. Add a separate field, e.g. "Source"
   This would have the options "In-App Help", "web page", etc. This communicates more clearly to the users what this data is for. They could still change it - but why would they want to do that.
3. Hide the request type in the portal
   That doesn't work, because it also prevents it from being called via the mentioned url

I'd be curious if you have another option, we've missed or can recommend one way to go.

[Kishan Sharma]

Hi @Matthias Gaiser _K15t_ Have you explored adding a label as a predefined value ? Based on which you can also filter the issues in your project.

[Matthias Gaiser _K15t_]

@Kishan Sharma, I did.

However, a predefined value will be added to all requests for this issue type - so that doesn't help me much since this request type can be created by customers visiting the portal and also by customers from our in-app help or linked web pages. 🤨

[Kishan Sharma]

Thats true @Matthias Gaiser _K15t_ In that case creating a separate field will be a better option or else you need to ask the agent to add label to created tickets after confirming with your customers, i am sure you dont want that.