When customers view their requests, there are many fields they want to see which aren't in their "My Requests" list, which makes it hard for them to do internal reporting.
How can I add the following items to the "My Requests" page?
Hey @Leo Adamek,
I think My Requests Extension will work for you. As an admin, you can configure which fields can be used on My Requests page, which fields are visible as columns by default, and also define which user groups can use a specific field. So, you can use fields such as reference, requester, participants, organizations, type, priority, SLA, and many others.
When it comes to your customers, they can add, change and reorder the columns on My Requests page, and filter issues by specific Service Desks, Organizations, Request types and Statuses. For more info, I recommend you to go to My Requests Extension documentation.
However, My Requests Extension is only available on Server. If you're looking for Cloud solutions, you should check out Extended Request List.
I'm not sure that all those fields will be available for you to add into a request type. But for the priority, as example, you can visit your service desk > settings > request types > click on 'edit fields' close to the request type you'd like to add those fields > click on the '+ Add field' button.
Let us know how it goes.
A scenario I'm trying to solve is having multiple incoming requests from customers that they then need to prioritise based on my estimates of time to complete (i.e. the cost to them of getting fulfileld). They don't know whether issue A, B or C is the highest priority until they know the estimated time (Original Estimate) of each. I need to be able to show them this information in a concise way. A table of issues in the Customer Portal where this is a column would be ideal.
We currently evaluate Service Desk 3. Unfortunately, the My request page doesn't provide any options like additional fields and/or grouping in Help Desk groups or Issue types.
I went through the Administration, but I found no way enhancing the customers view of "My request".
Can you help me?
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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