Field/Attribute 'request-channel-type' not editable

[Andreas Hellwig]

Hi!

We are testing out Jira Servicemanagement and like to built our Incident-Management with it. Our Problem is, that, as far as i understand it, the issue is visible in the customer portal, if the request-channel-type is set.
We´d like our agents to compose the tickets for our customer, apart from the selfservice-portal in jira directly. Now we face the problem, that there seem to be no way to fill this field or attribute. How is this possible? And is there also a way to fill it programmatically via groovy for example?

Thank you very much!

Andi

[Pramodh M · Accepted solution]

Hi @Andreas Hellwig

You have requests which is created in Portal, which will be shown as issues in JSM

request-channel-type is inbuilt tracker field to know from which source the issue was created in JSM

Can you check with setting the issue property via API or automation and let me know if it works

https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-issue-properties/#api-rest-api-3-issue-issueidorkey-properties-propertykey-get

Here's reference

https://community.atlassian.com/t5/Jira-Service-Management/How-can-we-add-edit-the-channel-list-for-service-desk-request/qaq-p/823898

Thanks,

Pramodh

[Andreas Hellwig]

Hi Pramodh,

yes! that puts me on track!

Thx very much! :)