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?
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?
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