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?
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.
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