issue type matching request types

Question

I am having the most difficult time with request types and issue types.

From the customer stand point I have successfully created request types and they come through to me with no problems.

Now when an agent wants to create an issue from the agent screen it is not reflecting the different request types I have set up on the customer portal.

It just shows all the fields I've created for the request types from the customer portal.

How do I customize this so that they both reflect the same thing.

Josh Steckler · Answer

Yes it can be confusing.

I have lots of fields that don't make sense to look at when you're creating an issue as an Agent. I put them on another tab on the create screen to make the form easier to look at. And the request types can still use those fields when a customer submits a request.

Olivia Small · Answer

Okay. I'm just having a hard time configuring the issue types to at least reflect the request type.

Going back and forth between issue types and screens is confusing.

Josh Steckler · Answer

On the Agent side, the screens will not reflect the request types. It will use the standard screens and screen schemes and the fields added to them. There is not a way to make them the same, and this is intentional as the agents are allowed to submit issues that may not fit an existing request type. I use "hidden" request types for things agents submit and i make the Customer Request Type field required to create an issue in the Service Desk project.