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jira service desk - defaults to request type no match

Web Viva!

When raising a ticket on a portal the system always has the correct request type, but when raising it from the admin interface it always comes in with "Service Desk request: no match".

How can I set a default?

Accepted answers

Andy Heinzer

Hi,

This behavior is actually expected. The 'request type' field is not something that is expected to be set when creating a ticket this way. Whereas when you create an issue via the customer portal, the user has to select the request type first.

But there still is a way you can get Jira to automatically set a request type when creating a JSD issue in the Jira Core / JSD Agent interface. Please see the KB Automatically set Customer Request Type When Issue is Created via JIRA for more details.

Regards,

Andy

All comments

Andy Heinzer

Hi,

Regards,

Andy

Web Viva!

Hi Andy,

Amazing. That worked. Excellent. Thank you so much.

Regards Ana

Florian Meyer_fy9xsz

Hi Andy,

I have exactly the same request, but the workaround does not work, because the "Request Type" at the JQL query does not "exist".

I use Jira 7.8.1 with Service-Desk 3.11.1.

Regards,
Florian

Andy Heinzer

Hi @Florian Meyer

Thanks for bringing this to my attention. I found this is also true in my Jira 7.9.1 with Service Desk 3.12.1.

It appears that this field name has been changed in more recent versions. As such I believe you can still achieve the same results, but you would need to use the field name "Customer request type" instead of just "Request type".

Which would make your JQL something like this:

"Customer Request Type" is empty and issuetype="Help Desk"

I will work to update the KB to better help catch this change for users of newer versions.

Steve H_fd7ujn

Note that when you use an automation to set the Customer Request Type when the ticket is created, it won't email the customer a notification that the ticket has been raised.

Presumably this is because the automation fires after the notification email trigger, so the request type is empty when the ticket is created.

Does anyone know how to get email notifications to be sent using the Customer Notifications > Request Created template? You could add a notification in to the automation i suppose but would have to re-create the email text, plus that would be very confusing if you decided to turn off Customer Notifications > Request Created alerts

Travis Chafey_zvfm9e

Also running into this issue.

Steve H_fd7ujn

Hi Travis

We have told our agents to use the Raise a Request option on the left hand menu (underneath queues and reports). This takes them to the customer portal view where they can raise a request on behalf of the customer, and it will send an email to them.

It's not ideal as they then have to go back to Jira to fill in the rest of the request details, but that's the best we have got at the moment.