Is there a way to capture the source of a request in JSM

Question

Hi there,

If I have a field on an issue that the agents can use to select the source of an issue is there a way to atleast capture if an issue came from the portal (customer) or email and update the drop down automatically, otherwise they can select something manually.

So ticket from the portal, 'Customer' would be edited into the drop down or inbound by email then it would display 'Email'.  I was looking in automation to see if there was a way to pull out the source for a 'when issue is created' but couldn't see anything.

This is for cloud.

Janelle Cashmere · Answer

Hi @Ste404 . Are you able to share with me the whole automation so I can see how you did this. I am new to AQL and JQL so I am unsure how to add the condition with the request.channel.type value. I need my service requests to auto-populate to the Portal channel when created from the Portal. Thanks.

Joseph Chung Yin · Answer

@Ste404 -

I am sure you already know that when an issue is created in your JSM project via email, it will always default the "Request Type" to "Emailed request".  You can just focus the Request Type field to get what you needed in automation rule.

Of course you can use request type channel as you mentioned -

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-channels/

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Ste404 · Answer

all good I found I can edit an issue with this;

So an issue will now automatically have the source field populated with portal or email.  Then the agents can change that if they need to to be something more specific (i.e. monitoring alert)