Customer Request Type not set from Issue Type

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

2 answers

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

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

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.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Aug 13, 2018 in Jira Service Desk

Jira Service Desk – Don’t be afraid, the journey begins with curiosity!

...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...

18,402 views 13 31
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you