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Is there a way to capture the source of a request in JSM

Steven LS
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Mar 26, 2023

Hi there,

If I have a field on an issue that the agents can use to select the source of an issue is there a way to atleast capture if an issue came from the portal (customer) or email and update the drop down automatically, otherwise they can select something manually.

So ticket from the portal, 'Customer' would be edited into the drop down or inbound by email then it would display 'Email'.  I was looking in automation to see if there was a way to pull out the source for a 'when issue is created' but couldn't see anything.

This is for cloud.

 

2 answers

1 vote
Jack Brickey
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Mar 26, 2023

Hi @Steven LS , I'm not completely following you here. One thing I would like to mention, and you may already know this, using JQL you can find the channel used to create an issue. When you mention quote source" are you referring to the channel used to create the issue?

Request-channel-type

email, portal, Jira 

Steven LS
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Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
Mar 26, 2023

all good I found I can edit an issue with this;

{{properties."request.channel.type".value}}

So an issue will now automatically have the source field populated with portal or email.  Then the agents can change that if they need to to be something more specific (i.e. monitoring alert)

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Joseph Chung Yin
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Mar 26, 2023

@Steven LS -

I am sure you already know that when an issue is created in your JSM project via email, it will always default the "Request Type" to "Emailed request".  You can just focus the Request Type field to get what you needed in automation rule.

Of course you can use request type channel as you mentioned -

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-channels/

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

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