Is it possible to add custom drop down list as a field for "Request Types" in JIRA Service Desk

I would like to add a custom drop down list as a field for "Request Types" in Service Desk which are reflected in customer portal. For e.g. when a customer opens the portal, they are presented with drop down list entailing issues like Login, Crash, etc out of which they can select any one. Is this something that can be done in service desk?

2 answers

0 vote

Not really.  The list of request types drives the list of options to create requests on the portal front-end.  You don't need a drop-down, the user selects it from the portal already.

Thank you Nic! I was just trying to create a scenario where the customer logs in to the portal and just see one request type say "Raise a request". Once he clicks on that, a form opens up with a drop down list which when clicked by user displays a list of issues such as login, crash, user experience, etc. Based on the selection, the dynamic fields (which I want to configure from the project settings if possible) get displayed on the form. But I think am asking for too much here, correct? :)

Yes, the portals are designed to keep things in one place and offer the user the list up front, instead of asking them to select one in the next screen (and then have that have to change when they select another type).

You do get to configure what fields are available for each type though - the next screen a customer sees after clicking one of the types can vary by type.

Thank you Nic! You were of great help. 

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

970 views 2 14
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