We are implementing JIRA Service Desk to replace our current help desk system. However, we've run into a technical issue in the way JIRA Service Desk handles issues submitted outside the Customer Portal.
We want to ensure Help desk tickets can be created in three ways.
I'd really appreciate if others could share how they've worked around or solved these issues. A few specific questions I had include:
Thanks in advance.
First off, we're using the downloaded version of JIRA in case that makes a difference. And we're just about to roll out our service desk to employees (I haven't tested with email but I think it should work because the automation event should still fire off).
Our workaround has been to use the Automation plugin to set the Customer Request Type after a new ticket is created. I set this up based on two comments on JSD-38 (here and here) but I'll summarize here:
I setup another "JQL Filter Trigger" to retro-actively fix existing tickets without the field (same JQL expression).
This sets the Customer Request Type on all incoming tickets that did not come through the Customer Portal (and hence would not have had the Customer Request Type set), so in my experience they do behave like tickets submitted through the portal.
This is definitely not an ideal solution. The issues I've noticed are as follows:
I wanted to post the solution using the Automation plugin which we use but you seem to have been faster than me :).
As an alternative, we've created a single automation action based on http://blogs.atlassian.com/2014/02/extending-jira-automation-plugin/to 'guess' the "Customer request type" based on the issue type and project key. Then we hooked this action to Issue Created and Issue Moved event, which still results in a field change in the activity stream, but we do not have to configure one rule/issue type.
We do not change the issue type within one portal, but due to the way JIRA issues are published, if an issue type is changed using "Move" dialog, but the project does not change, only Issue Updated event is published, so you might need to react to that one too (or use the JQL trigger).
If your staff creates an issue 'on behalf' of someone, the Automation plugin will pick it up and it should properly show up for the Reporter in his "My requests".
Hope this helps
Guys I really need some help here: I tried this but no luck- I am not sure I am putting in the right value for Edit Fields;
my custom request type is customfield_10023=cs-
my custom field name is cs-customer request type
I dont see my issues created manually from the agent view show up in the My Request view for the customer
Thanks for the detailed response. As it turns out, your recommendation was almost precisely what I ended up doing for now until the functionality exists out of the box.
Using the approach described below one can:
It's not ideal, but it's the most seamless we could come up with at the moment.
The User Experience
This was a tricky approach, but it seems to be working so far on our end. Hopefully the Atlassian Team comes up with a better long-term solution for us all.
Thanks for Summerising this.
We also are in exactly your position - Really keen to roll out service desk but cant until the above is solved.
Please add my vote to the above - very keen to see serivce desk become something we can use for our customers
Using OnDemand - severely limited here!
Need to be able to "change" Service Desk "Request Type" - after initial submittal.
Either that or: read email to: alias and use that to specify which request type:
Where Support and Inquiry are two different request types.
I've setup the automation rules (both) listed above, but am unable to modify the value of the Service Desk "Request Type" field!
Everything I try results in an error that states "invalid custom field value". I've tried using the request type id ("customfield_13050=10") and the type name ("customfield_13050=Access").
Is there some special formatting in my value that is needed for this field type? I've gotten it to work for other custom fields.
Hello. The solution with Automation plugin is great.
But I have a question. Can I use some kind a trick that automaticaly add project key for this "Customer Request Type" field according to information in what project Issue was created when editing it? For example like this maybe:
Thanks in advance.
I'm in a similar situation and having the same issues as some of the others here. Here is where I am currently:
I have the Automator Rule as project="Helpdesk" and "HD - Customer Request Type" = "Email" and "Customer Request Type" is EMPTY and (status != Resolved or status !=Closed)
I have Custom Fields:
HD - Customer Request Type (13607): Options: Email, IT Help, Move, Phone, Access, Hardware Request, Event
Service Desk Issue Types: Same Options as above
Service Desk Request Name: Telecom Support, Get Help with eMail, Request New Hardware, Get IT Help, Account/Permissions, Move Me, Event Setup.
I can't seem to get the syntax correct for my Automator "edit Fields"
Hello, after few hours of testing all possibilities I have found solution how to automatically update Client Request Type when Issue Type changes.
I am updating Client Request Status with this json:
Edit issue, advanced:
1. customfield_10012 is name of the field (Client Request Type)
2. helpdesk/2a52a027-96e1-492c-bf7f-c6cf826b3350 is project id / key_id
I have found key_id inspecting console. See response from Server when you try to manually update CLent Request Type
I have fount there this line:
... "portalKey":"helpdesk","portalId":2,"key":"2a52a027-96e1-492c-bf7f-c6cf826b3350" ...
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