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Display issue type name in Queues such as Incident, Change, Service Request, Problem and etc.,

Syed Ahmed Shah

Hi,

I want to display Issue Type name such as Incident, Change, Problem, Service Request, Problem and etc., along with Icon in Queues currently the issue type column in queues is displaying the issue type icon only.

Thank you and awaiting your feedback.

Syed

Accepted answers

Mark Segall

Hi @Syed Ahmed Shah and welcome to the community!

This is by design to save real estate. Additionally, JSM is more about the request type than the underlying issue type because issue type is more a means to an end to enable workflows. You have a couple options:

Add the Request Type field to your queue view
Create a custom field that captures the issue type name, use an automation rule to populate it and present that on your queue (it can be hidden from the agent view)

All comments

Mark Segall

Hi @Syed Ahmed Shah and welcome to the community!

Add the Request Type field to your queue view
Create a custom field that captures the issue type name, use an automation rule to populate it and present that on your queue (it can be hidden from the agent view)

Syed Ahmed Shah

Hi, Mark,

Thanks for your response. Looks interesting can you please elaborate step by step if possible.

Thank you and much appreciating.

Syed

Mark Segall

Hi @Syed Ahmed Shah - Which option are you looking at taking?

Syed Ahmed Shah

Hi Mark,

Apologies for the delay in response as I was ooo. Thank you, I was looking for option 2. Create a custom field....

For now I manage to change the Avatar of each Issue Type with text Image and created new text images for each issue type

SR = Service Request

IM = Incident Management

PM = Problem Management

CR = Change Request

RM = Release Management and so on....

In Queue the Issue Types associated with Issues are displayed accordingly as SR, IM CR.... as a quick view of issue types in Queues for agents to differentiate between issues landed in their queues.

Thank you.

Syed

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