Customer Request Type not set from Issue Type

inervasoftware NA December 8, 2014

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

0 votes
HOPI holding January 21, 2015

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

Geert Graat
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
January 21, 2015

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.

0 votes
Geert Graat
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
December 9, 2014

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

Suggest an answer

Log in or Sign up to answer
TAGS
AUG Leaders

Atlassian Community Events