Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Can I create a report by Channel in Service Desk?

I want to see how many tickets are being opened by Email and how many by Portal.

4 answers

1 accepted

4 votes
Answer accepted

Hi Richard,

Yes, this is possible. In order to use this value for reports or filters, it will be necessary to go into advanced mode for your queries, and try adding something like the following to your statements.[""].value = "email" // potentially also try simpler form of request-channel-type = email[""].value = "portal" // potentially also try simpler form of request-channel-type = portal

However, there is currently a bug with this feature, as described by

This has been fixed and should be available in the next release.


Service Desk developer 

Matt, I'm excited to get the fixes. Can you tell me what I would use to do a report by Customer Request Type? I wanted to have a report that would show me how many are "General" and how many are not General. I know how to use the operators, just not what field name to use or what specific value to use (is it just the Request Name of the Request Type?).

This was a good interim fix. Channel needs to be a query-able just like assignee, etc..

Rina Nir (AC) Solutions Partner Dec 22, 2015

agree with this comment

Like Joseph Pakenham likes this

Needs to be available as a reportable field, not just as filter criteria.

This function is now available from within reports by using the field "request-channel-type" in the JQL filter.  Options are : email, portal, jira 

Is this value exportable via csv export?

Like karoline_brugger likes this

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

157 views 0 4
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you