nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Related to Service desk

Fahad Siddiqui_ihrjma

If i want to add new issue in my existing service desk .Which is correct way please clarify

What is difference between adding Request types and Issue .

thanks

Accepted answers

Yevhen Rohovets

Hi,

For adding a new type of request to Service Desk for customers you need to Create request type. during creation, you must select the issue type. The issue type can have a different workflow, screens, fields, for each issue type.

Create a new request type means to add a new request to the portal, customers will be able to select this item when sending a request from the Service desk

Creating a new Issue type does not affect the desk service
Creating a new task is just a new task for your support agents.

Krister Broman _Advania_

Request types are shown in your portal and gives the end user a good way to choose the best matching issue, this in turn allows you to categorize the issues in a way that allows you to handle them faster, automate resolution etc.

Each request type are assigned to an issuetype, the issuetype will state the workflow, permissions etc.

All comments

Yevhen Rohovets

Hi,

Create a new request type means to add a new request to the portal, customers will be able to select this item when sending a request from the Service desk

Creating a new Issue type does not affect the desk service
Creating a new task is just a new task for your support agents.

Krister Broman _Advania_

Each request type are assigned to an issuetype, the issuetype will state the workflow, permissions etc.

Fahad Siddiqui_ihrjma

Dear Krister Broman

What about the attached screen shot are this information will create issue type without adding in request types. or system will automatically detect issue in request type.

Or if i create request type its enough? no need for creating issue? please clarify or provide and related document.

Fahad Siddiqui_ihrjma

Dear,

You mean when we start creating Type of request it directs us to issue type?

Yevhen Rohovets

You cannot create a type of request without selecting an issue type. The service desk should understand how “what” to show the customer’s request for agents)

I mean, when you start to create Request type, you have required field, like Issue type

Fahad Siddiqui_ihrjma

For example if i start with creating issue type will it display in portal without creating type of request. please explain

Krister Broman _Advania_

So in the above screenshot, for example the request type "technical support" will create an issue with the issue type Support, but the Licensing and Billing questions will also create an issue with issuetype support.

The agent can then have a que that only has those issues that is either of these, that is just a JQL question to set the issues in that que.

https://confluence.atlassian.com/servicedeskserver/setting-up-request-types-939926357.html