Do you need to have Request Types enabled?

Question

I am the admin of a Cloud Service Desk project, and we are using it only to create tickets internally and via email.

We do not intend to allow customer to create or view tickets on a portal due to privacy concerns.

Other than Email request type to allow emails to automatically create a service desk ticket, do I need to have other request types?

I ask because field configuration for issue types and request types are sometimes in conflict and it is non-intuitive how to make changes to field and custom fields.

Hernan Halabi - Elite IT Consulting Group · Answer

If you eventually are using the portal, stay in service desk then.

Re-reading my answer looks like I made it to complex to follow the idea. So going back to the original question.

Just have a request type to associate to the emails and hide it from the portal by leaving it without groups assigned to.

That will leave the customers without options to create tickets from the portal and everything will be managed by email.

I hope this is better now

Fernando_khmuu0 · Answer

Thank you @Hernan Halabi  - Elite IT Consulting Group appreciate your input.

We are just not using the portal option yet, but we will eventually, also I don't know if a Software or Core project will allow for customer communication from the ticket itself the way Service Desk does.

When you say that we can configure an email handler ... and that's it, does that mean that you do not need to have a Request Type for Email in order for tickets to be created automatically?

Hernan Halabi - Elite IT Consulting Group · Answer

Hi @Fernando you don't need to have more than one issue type and you might not even need service desk if it's all internal and there is no usage for the portal. Maybe Jira core or software is enough and should be less expensive as you grow. It would also remove the request type level, therefore its complexity.

For the emails you can configure an email handler for a project and that's it