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How to customize a service desk project

Soporte Cinfo

Hi all,

I'm trying to customize a simple project created on Jira Service Desk. By default, after remove other kind of issues, I let "IT help" issue type, but I just need one button for create simple issues, not this: Captura de pantalla de 2020-09-23 11-44-14.png

This kind of issue can't be editable:

Captura de pantalla de 2020-09-23 11-47-43.png

Does anyone know the way to perform this?

Regards!

Accepted answers

All comments

Fazila Ashraf

@Soporte Cinfo ,what you see in the portal is not the issue types but are request types that are created from the issue types as the base.

See https://confluence.atlassian.com/servicedeskserver/creating-service-desk-request-types-939926101.html on how to manage these request types from the project administration

Jack Brickey

If I understand your request you only want “IT help” request type to display on the portal. Is that correct? If so you can hide any additional request types by placing them in the Hidden group. Project settings > request types

Soporte Cinfo

Hi @Jack Brickey

Thanks for answering. No, I only want to modify "IT help" in order to just have a single button.

Jack Brickey

Maybe something is different in Server than cloud. In Cloud, “IT help” would be a request type and each request type results in a single button on the portal and you manage which request types are displayed on the portal as I mentioned.

Soporte Cinfo

Hi @Fazila Ashraf

Thanks for answering. I can't see request types, just issue types

Captura de pantalla de 2020-09-23 12-28-09.png

Fazila Ashraf

@Soporte Cinfo , are you sure that portal belongs to this project in the screenshot?

Can you check this in all your jira service desk projects to see whether the portal belongs to another project?

go to https://<jiraURL>/servicedesk/admin/<projectkey>/request-types

and remove/delete the other request types and configure the 'IT help' request type (with issue type IT help)

See https://confluence.atlassian.com/servicedeskserver/creating-service-desk-request-types-939926101.html on how to configure request types

Dirk Ronsmans

@Jack Brickey I've seen it too, on Cloud these days on a sample project you get an Issue type IT Help instead of a request type. (and Incident is not part of the issue types by default)

Perhaps they've changed it in the template too. Sure is confusing initially

Soporte Cinfo

Hi, @Fazila Ashraf

Thank you again for answering. As you can see, I don't have access to this menu. I'm site admin, so I don't understand how could I grant permissions to myself. Output error say I must to be a service desk agent (?). The point is this is the first project that we create on Service Desk, usually we work with software projects.

Captura de pantalla de 2020-09-23 15-22-40.png

Thank you again.

Regards!

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