I want to be able to create reports on what Customer Request Type was used when creating an Issue in Service Desk. For example, was the "General" request type selected, or was a specific one used.
I was thinking that the easiest thing to do might be to populate a custom field with the Customer Request Type on Issue Create.
I already have a Groovy script setup in the Workflow on Issue Create, but I'm not sure how to access the Customer Request Type value from the issue. So I think I just need to know how to get that value and I can set my custom field value to that same value for future reporting.
Customer Request Type is just a custom field, which means that you can retrieve its value calling issue.getCustomFieldValue:
def customFieldManager = ComponentAccessor.getCustomFieldManager() def reqTypeCF = customFieldManager.getCustomFieldObjectByName("Customer Request Type") def reqType = issue.getCustomFieldValue(reqTypeCF)
Hope that helped
Are you a whiz at handling tickets and looking at how you can further optimize your workflow with automation? Do you tackle detailed customer support questions while simultaneously getting flooded wi...
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