A customer reports that one of their services is degraded . Which ticket type is correct for this ?

[nitin tiwari]

Will it be ok if customer reported this in service request type ?

[Joseph Chung Yin · Accepted solution]

@nitin tiwari -

Welcome to the community. I agreed with what @Peter Van de Voorde mentioned.  It is up to your organization on configure your JSM to allow your customers to report their issues via the portal.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Peter Van de Voorde · Accepted solution]

Hi Nitin, 

There is no standard answer to this. It would depend on how your company set up their Jira Service Management environment.  

I'm assuming that as long as you can track the request it's fine. You can always change the request type at a later date in case it started of as the wrong type. 

The most important part is be able to help your customer and keep a record of this (which would be the ticket).

Cheers,
Peter