Creating issue with Organization and Request Type

[José Lucas Carvalho]

Sometimes I have to create Issues for my customers, but when I do, the Create Issue screen doesn't allow me to add the Request Type and Organization information on the same screen. I gotta open the issue after created and add these information manually.

I have both the fields added to my used screen but I have noticed they are both locked.

I really need to open these issues with this information because without them my customers will not get notified about the creation of the issue.

[Petter Gonçalves · Accepted solution]

Hello José,

This a very common problem when creating Service Desk Issues internally with JIRA. In fact, the original Atlassian vision was for both customers and agents to create requests from the portal or email, not the agent view. But, from the feedback we've received so far, we understand that this method doesn't work for all teams.

That been said, we have two feature requests to allow the configuration of both fields from the Agent create screen:

Organization field does not appear in Create Issue screen (not portal)

Add a drop down option "Service Desk Request" to the Create issue button in JIRA.

Feel free to vote and watch the suggestion to increase its priority and also receive notifications about any updates.

For now, we have the following workarounds for these lacks:

1 - To properly set the Request type when creating the issue internally on behalf of a customer, you can set an automation rule to properly set the Request Type and send an e-mail to the customer:

2 - To set organizations In the agent view, access the issue once it is created and update the Organization field in the People panel, configuring a new automation rule/notification to update the customers in that organization when you update it. 

Also, you can use the Raise a request link in the sidebar to go to the portal and raise a ticket on behalf of the customer (see documentation). Using the customer view, both fields can be set in the way you need.

Let me know if this information helps.

[José Lucas Carvalho]

Nice idea with the automation, at least I won't forget to add that and they will keep being posted about news on their items. That solves the  request type situation.

As for the organization, that's what I'm doing right now, editing in the issue screen once it's created, it is faulty because we can just forget to do it and it will mess up some reports, but we'll live with it until the feature comes about.

The raise request is ok, but there are several fields that are not accessible when we are creating issues in that screen and the agent editor just feels better too.

[Petter Gonçalves]

Hello José,

I completely agree with you that we still have some points to improve on this functionality with the Organizations field.

As you mentioned, it is not an optimal/efficient job in creating a ticket on behalf of a customer through the portal (Raise a request) and then switches to the Agent view to set the internal fields.

as you can see in the last update of the PMs, our dev team is working to improve this behavior, so let's wait for the next updates. :)

Have a nice week!