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

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.