Customer Request Type not set from Issue Type

Question

Hi, if an agent creates a service desk issue from a phone call, kind of on behalf of the customer.  We want that issue to appear in the customer portal, but it doesn't, until the "Customer Request Type" is populated.  Since the issue is created in JIRA rather than the portal, we have to set it manually.

The "Customer Request Type" is not automatically set from the Issue Type, it would be ideal if it did.  Is that possible?

Cheers

Geert_Graat · Answer

Which version of Service Desk are you using? From version 2.1 you can manually edit the Customer Request type, see https://jira.atlassian.com/browse/JSD-42. That is, if you do not use the functionality to simply create the ticket on behalf of the user as I suggested in my answer. That is available from version 2.1 as well, see https://jira.atlassian.com/browse/JSD-51.

HOPI holding · Answer

We tried to update Customer Request Type filed via post funcion, but it is not working... Can you help me?

Geert_Graat · Answer

Hi,

The agent can actually create the issue from the portal, on behalf of the customer. The customer can be selected from a dropdown. This way the issue will show up on the customer's portal.

Regards,

Geert