Tell us about your experiences of issues with no request types!

Hi everyone!

 

This is Devin from Jira Service Management Cloud asking to hear your thoughts and experiences around issues with no request type set.

We know that some users experience undesired outcomes when they create tickets within Jira Service Management and no request type is selected, or when issues are moved (either within or across service desks) and the request type mapping is lost. We are looking to solve this problem for customers and would love to talk to you about this.

Additionally, if you deliberately choose to have no request type selected for your issue - we would especially love to hear about your use case and reasons for this.

If you are interested in talking to us face-to-face please schedule a time here. If none of these time slots work for you, please reach out to our product manager at: jgonsalkorale@atlassian.com.

Your feedback will help us identify how we can build solutions tailored towards your needs and expectations. So, your input here will absolutely inform our future direction.

We look forward to hearing from you!

 

Best regards,

 

Devin He

Development Team, Jira Service Management Cloud

9 comments

Dave Mathijs
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 17, 2022

Hi @Devin He , thanks for gathering feedback about this topic.

In the use case for a customer of ours, the customer creates sub-tasks for service requests, either via Automation or manually.

These sub-tasks don't have a linked request type. Question is whether the reporter needs to be aware of those sub-tasks and able to follow-up on them through the customer portal.

Moving issues to a service project should make the request type mandatory.

What about e-mailed requests that are turned into an incident or service requests? That's something I'm struggling with on how to process.

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k_lamontagne October 18, 2022

We have a similar problem as @Dave Mathijs. Subtasks are created without a Request type, and notifications are (silently!) not sent to the customer (Reporter) and other Request Participants. For now we've hidden Reporter and Request Participants fields from subtasks.

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Devin He
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
October 18, 2022

Hi @Dave Mathijs and @k_lamontagne , thanks for your comments!

We appreciate the feedback on the need for issue layouts for subtasks. While this is not currently prioritised on our roadmap, we are aware of this issue and are actively discussing it internally. 

When moving issues across projects (or to another issue type in the same project), we have also recently introduced Default Request Types which aims to ensure that a request type is always set in these cases.

Regarding transitioning emailed requests, we have a team looking into improving email requests more generally and so this will definitely be included in their work.

If you have any other questions, concerns or feedback we would love to hear it so please feel free to schedule a time to talk to us using the link in the original post, email us at jgonsalkorale@atlassian.com, or post another comment in this thread.

Thank you again for reaching out, we always appreciate hearing your feedback!

 

Best regards,

 

Devin

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Avery W_ Krouse October 19, 2022

Hi Devin,

I second the need to have Customer Request Type as a field in the Move workflow. I've got some automation triggered off of that and it'd be nice not to have to go remember to change it.

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Devin He
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
October 19, 2022

Hi @Avery W_ Krouse , thanks for reaching out!

If you are looking for the Customer Request Type field to be populated when moving an issue, I would recommend trying out our new Default Request Types feature as an alternative to using automation rules.

Hopefully this helps and we would love to hear any feedback you have on it!

Best regards,

 

Devin

mitch.bagan October 23, 2022

Yeah one of the biggest problems has been:

 

(a) if an agent creates a ticket and doesnt choose a request type - - customers cant see the ticket in the portal

(b) If somehow the ticket isnt given a request type or it drops off during a modification - customers cant see the ticket in the portal

 

To counter this, we have done some of the following:

- A dashboard filter outlining issues that dont have a request type and manually adding them

- Automation.

 

 

Ideally, a missing request type shouldnt mean that the customer cant see a ticket in the portal, it just means they can see it and it doesnt show a 'type'.

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Kai Becker
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 2, 2022

We usually use automation rules in our customer setups, to set a corresponding request type for moved issues. Depending on the source project, there could be some differentiation, but most of the time we stick to a default request type, that is also used for email requests.

Jordan Wood November 5, 2022

We are using no request type as there is no way to filter based on issue type....

 

I think it would be simple to set that up, and I hope its a future feature.  When someone puts x issue type, only allow a, b, c, request types, to show on the drop down.

It just doesnt make sense to have an issue type of change and have every single request type show on the list.  They should only show the request types tied to the issue type selected....

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Paul Heath Armengol February 1, 2023

Why isn't the default request type applied when creating an issue?? Makes no sense...

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