Can the Issue Type visible to the customer be different from the Issue Type we see internally?

mark hewitt_iwg14v

We would like to limit customers to registering a generic 'service request' Issue Type for all their issues, but then assign a more appropriate Issue Type following review by our Service Desk Team team.

Can anyone advise how that might be achieved?  (A documentation reference would be helpful).

I have seen community posts that references Extension(s), but I would expect that this would at some point become available out of the box.

Thanks for any advice you can offer,

Mark

Jack Brickey

So first let’s discuss JSD terms. Issue types are only seen by Agents while customers see Request Types. There is a N:1 relationship between RT:IT. Now if you wish to restrict which RT are presented to the customer and have some hidden them simply don’t assign the RT to a group. In the recent versions of JSD Cloud RTs are initially hidden and must be assigned to one or more groups to be visible to customers.