Service Desk Request Type always blank when issue created by agent

[Marc-André Lanciault]

Hi, when an agent creates an issue, the Request Type is always blank:

When a Customer creates an issue, the Request Type is properly set. 

What am I misisng ? 

Thanks!

[Manon Soubies-Camy]

Hello @Marc-André Lanciault,

This is the expected behavior, you can't add the Request type field on "classic" Jira screens. This page explains a workaround: Automatically set Customer Request Type When Issue is Created via JIRA.

Hope this helps!

- Manon

[Payne]

One can add Customer Request Type (at least on server) to create and edit screens; we do so in our service desk. The link that @Manon Soubies-Camy provided links to a JSDSERVER issue that was resolved as of JSD 3.7.0.

[Manon Soubies-Camy]

Last time I checked on a JSD > 3.7, I couldn't add a value to the field on a create screen, but that's good news if it's working now!