Standard Service Request ticket for Agents to use in the client.

Question

Hello, I am currently in the process of setting up my request types in the Self Service portal. I have noticed that when I now go to the Create > Service Request in the client I now get all the custom fields that I have made available for the self service portal request types. Is there a way to create a standard template for Service desk agents to use when they press the create button which would not show any of the custom fields? Ideally I do not want the service desk agents to have to use the customer portal to raise generic service requests.

Gemma Taylor_cm7giy · Answer

Thanks Jack. That is what I thought from reading through other topics on here. just wanted to double check I was not missing something obvious! :)

Jack Brickey · Answer

what you could consider is to create a special request type and hide it from the portal. This request type would allow Agents to create a request for the customer using either "Raise a Request" or directly in Jira. You will also want to have a unique issue type to associate the request type to I suspect.