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Can the Issue Type visible to the customer be different from the Issue Type we see internally?

We would like to limit customers to registering a generic 'service request' Issue Type for all their issues, but then assign a more appropriate Issue Type following review by our Service Desk Team team.

Can anyone advise how that might be achieved?  (A documentation reference would be helpful).

I have seen community posts that references Extension(s), but I would expect that this would at some point become available out of the box.

Thanks for any advice you can offer,


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Jack Community Leader Oct 16, 2020

So first let’s discuss JSD terms. Issue types are only seen by Agents while customers see Request Types. There is a N:1 relationship between RT:IT. Now if you wish to restrict which RT are presented to the customer and have some hidden them simply don’t assign the RT to a group. In the recent versions of JSD Cloud RTs are initially hidden and must be assigned to one or more groups to be visible to customers.

Thanks Jack, I think that explains a few things for me !

So if we want, we can configure a Request Type(s) so that it determines the Issue Type the agents see, but the Issue Type itself is never visible / disclosed to customers.

Can you confirm that's right ?



Jack Community Leader Oct 16, 2020

Yes but let’s state it differently. When creating Request types you must associate it with a single Issue type. This allows you to present meaningful  types to a customer while having a single workflow, scheme for multiple RT.

Thanks Jack, I think it'll be clear when I build it in to the pilot.

Really appreciate your time and patience,


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