Request type within request doesn't reflect correctly in queues

Jessica Suhre

Hi there, 

I have our email channel defaulting to a request type of 'General Question'. While I can change the 'type' within the request itself, the queries still pull the default email type for the Request Type column. Requests from the portal come in just fine b/c the user can select the Request Type.

In the screenshot, the top 3 are actually Request Type 'Feature Request' within the individual issues, but still show as 'General Question' in the queue/query. 

I also created a report for these 4 to pull all 'Feature Request' requests and it is empty as it doesn't recognize these as that type. 

Angélica Luz

Hello Jessica,

Thank you for reaching out to Atlassian Community!

Reading the details you provided and the screenshots, I can see that on the first screenshot the General Question is a Request type and Feature Request on the second one is the Issue Type, which is different.

Request and Issue types are linked but they are different. The Issue type is something internal that only agents and admins can see and also helps to understand and categorize what the issue is about, like Bug, New feature, Incidents, Requests with Approvals and so on. 

The Request type is what customers see in the customer portal to help them to create the ticket in the right place and also is what triggers customer notification.

The Issue types on the queue are represented by the icon and not by its name, so it's necessary to hover the mouse over the icon to see what it is about.

On the Project settings > Request types, you can see what Issue types are linked to the Request types.

I understand that it seems confusing because the names are almost the same, so if you have any other questions, please let us know.

Regards,
Angélica