Have instructions at beginning of service request

Question

I would like to have some intstructions at beginning of a service request. Just Please note that service is nota available between blablabla..... so the requester thinks twice before entering a request. Can anyone send directions for that?

Rishabh Jhawar · Answer

Hello @Sigríður Jónasdóttir ,

Welcome to the community!

Most importantly, I suggest creating and connecting a Confluence knowledge base. This will help reduce the overall number of tickets created as it will enable self help.

For this case, there are two points to consider:

* If you want to inform people/customers about the availability of service/support personnel, I recommend using Portal Announcements. This way, everyone will receive the notification.

* Additionally, please describe the issue type clearly so that customers can ensure they are using the correct ticket type.

Regards,

Rishabh

Valerie Knapp_dpp5c6 · Answer

Hi @Sigríður Jónasdóttir , welcome to the Atlassian Community and thanks for your question.

What you are describing sounds like an announcement banner to me, which displays a message to indicate the working hours of the service desk or can also be updated to say you're aware of an outtage or something, please don't open a billion tickets about this thing we already know about.

You can access the settings for announcements directly in the portal /help center home, like this

They look like this

You can also change how the whole thing looks using the Look and Feel settings.

Does this meet your requirement? or do you have other questions or feedback?

Cheers

Chris Rainey · Answer

Hi there,

When you create a request type, you can add a Request type description as well as Instructions to help inform the customer as they select the request type. You can configure both of these from the "Request form" view of the Request type settings. Example below