List of values of request-channel-type? Request-channel-type for widget?

I'd like to understand what all the possible valid values are for request-channel-type.  Is it just 'email' and 'portal'?  If so, is the request-channel-type for the widget 'portal'?

1 answer

1 accepted

1 vote
Answer accepted

Hello,

As far as I know the list of values is (emai, portal, jira). Try to create an issue through the widget and then go to Jira issue navigator and type

request-channel-type in 

You will see all the suggestions for the field. Choose one and see if your created issue was returned by the query. 

Or simply open the created issue in the detailed issue view and in the Service Desk request pannel you will see the Channel field. That would be the request-channel-type.

Hi @Daniel Wakabayashi Admin GMail,

If Alexey's response helped resolve your question, could you please mark his answer as an accepted solution?   You would  just need to click the check mark next to the votes.   This then marks the issue as resolved and in turn other users with the same question can use this post as a means to resolve the same problem.

Thanks,

Andy

Hi @Andrew Heinzer

just wanted to add to this post, hope it is the right place

I can see on the page: https://docs.atlassian.com/jira-servicedesk/3.7.1/com/atlassian/servicedesk/api/request/CustomerRequestChannelSource.html

that we now also have the "API" as a channel type.

When retrieving the tickets I also get alot of status "EMPTY" where are those ticket coming from ?

-Ragnar

The empty value for request type tends to happen when user are creating issues in that project, but are not using the service desk customer portal, or the project is not using the service desk mail handler to create issues.    It is possible to create non-service desk issues in a service desk project (using the create button in Jira server or the + sign in the current versions of Jira Cloud).  In both platforms this would only happen with licensed Jira users that have permissions to create issues in that project.  It could be a Service Desk agent, or it could be some other Jira Core/Software user that has the create issue permission.

It's also possible to use a Jira core mail handler to create issues in Jira.  Both methods won't set the request type field when creating issues, so they are very problematic for creating issues in service desk.

Hi @Andrew Heinzer

I am talking about Request Channel, but in your answer you are talking about Request Type

Does your answer also apply for the Channel part ?

-Ragnar

The two are directly related.  Forgive me, the Channel field wasn't a thing in older versions of service desk.   I can see now how my previous response isn't clear for your specific question here.

 

Could you clarify your previous statement of

When retrieving the tickets I also get alot of status "EMPTY" where are those ticket coming from ?

Which specific field in Jira is appearing as empty here?  Status? Channnel? Request type?  

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Feb 15, 2019 in Jira Service Desk

Are you a Jira Service Desk agent? We want to talk to you!

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...

358 views 0 11
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