How to Identify which Request Type Group the ticket is created from?

Question

Hi,

I would like to find a way to identify which Request Type Group the ticket is created from so that I can preset a custom field value using groovy script. However I do not see the Request Type Group information store in a created ticket. The reason I am not using the Request Type ID is because the request type form is shared in multiple group.

Is there any way I can retrieve the Request Type Group info from the ticket?

Regards,

Sam

Daniel Eads · Answer

Hey Sam,

Unfortunately no, the information about which request group a user was viewing before they clicked to create an individual request type is not a piece of info we record with the issue. The group functionality was intended to help users get the right request type without overwhelming them with options if a particular service desk had, say, 7 or more request types.

I can see a situation where you might have a "Other question" request type at the bottom of your groups and want to know which group that was created from. In situations like this in the past, I have seen administrators choose new individual request types (e.g. "Other IT question", "Other Finance question" etc) when they wanted that granularity, or added a "What is your question about" dropdown to the request type presented to the customer. Depending on the situation, you might even get by with not getting the info at all (for example a small IT team of 3 staff serving a company of 75 might reach out to reporter for additional info if they couldn't figure out what the issue was about).

As Jira Service Desk 4.0 is released and continues to evolve, search rather than groupings is seeing the spotlight - example on the 4.0 release notes page. Just giving you a heads-up on the new look planned in the customer portal!

Cheers,
Daniel