I have set up Service Desk for a client, using only two request types as they only want two forms for their customers to fill in. I set up multiple issue types for the SD project, without realising that you need to map them to the request types or else the notification scheme and other things don't work.
Is there any way to map multiple issue types to single request types, without creating new forms?
nope you can't.
You can map multiple request types on one issue type but not the opposite.
Hardware, Software, Access - All could be "Help" or "Bug" issues.
Bug, Improvement, New Feature - can't be "Customer request" f.e.
you could try to change the issue type depending on component or likewise within the create-transition of your SD-workflow. But this could be difficult on cloud because you are limited with your plugins - Script Runner f.e. doesn't work.
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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