Request name different from request type, but name not showing in the ticket

[Annika_Kroning]

We have created several "service requests" in our Service Desk, with different names. For example 

- Onboarding request

- Review request

- New feature request

However, in our queue all those tickets show up only as "service request", without the request name added to the ticket. Therefore it is hard to identify e.g. an onboarding request, unless the customer clearly stated "onboarding" in the summary or description. 

Is there any possibility to have the request name displayed in the ticket?

Cheers, 

Annika

[Avinash Bhagawati {Appfire} · Accepted solution]

Hi @Annika_Kroning ,

You can implement anyone of below configuration.

1. Go to Queues > Edit the Queue > Add Request Type in columns - Please refer below screenshots for your reference and you need to have project admin access to do this.

2. You can create new queues for your each request type with sample JQL query

resolution = Unresolved AND "Request Type" ="IT help (DEMO)"

Thanks,

Avinash

[Annika_Kroning]

Yes, that helps a lot, thanks!