Can I create a report by Channel in Service Desk?

[Richard Saffell]

I want to see how many tickets are being opened by Email and how many by Portal.

[maccamlc_old_atlassian · Accepted solution]

Hi Richard,

Yes, this is possible. In order to use this value for reports or filters, it will be necessary to go into advanced mode for your queries, and try adding something like the following to your statements.

issue.property["request.channel.type"].value = "email" // potentially also try simpler form of request-channel-type = email 
 
issue.property["request.channel.type"].value = "portal" // potentially also try simpler form of request-channel-type = portal

However, there is currently a bug with this feature, as described by https://jira.atlassian.com/browse/JSD-1365

This has been fixed and should be available in the next release.

Regards

Matt
Service Desk developer 

[Richard Saffell]

Matt, I'm excited to get the fixes. Can you tell me what I would use to do a report by Customer Request Type? I wanted to have a report that would show me how many are "General" and how many are not General. I know how to use the operators, just not what field name to use or what specific value to use (is it just the Request Name of the Request Type?).

[Robert Cass]

This was a good interim fix. Channel needs to be a query-able just like assignee, etc..

[Rina Nir (AC)]

agree with this comment

[Peter Rush]

Needs to be available as a reportable field, not just as filter criteria.

[Confluence Bot]

This function is now available from within reports by using the field "request-channel-type" in the JQL filter.  Options are : email, portal, jira 

[Tom Gaffney]

Is this value exportable via csv export?