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Is it possible to use customer request type for two dimension reports in JSD?

I am trying to create a two dimension report and a Pie chart for Jira Service Desk Dashboards. I am unable to see Customer request type field in the dropdown.

Is there a way to get Customer request type field for two dimension report and a Pie chart reports?

Thanks in advance,

Suhas Shastry

2 comments

You can use Toolbox for Jira Service Desk app to use Customer Request Types and Request Groups as Statistic Type at JIRA Dashboard gadgets with new custom field types listed below

  • Statable Customer Request Type

  • Statable Customer Request Type with Group

  • Statable Customer Request Group

PhilSpo Rising Star May 04, 2020

If you want a free workaround do the following:

 

Create a custom field. (Call it something like 'Service Desk Request Type')

Create it as a Text Field (single line)

Now in your request type setup in your Service Desk, add the field into each of your request types.

Make the field 'Required' and 'Hidden' and pre populate it with the name of the request type.

This way each time a new ticket it logged, the Service Desk Request Type field will be stamped with the name of the request type for that ticket.

You will then be able to do JQL reporting/dashboards with this field.

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