Multiple ticket types

Ben March 10, 2024

Hi everyone, 

When a customer is submitting a ticket I wish for them to select an issue type (hardware issue, software issue etc). Then I would then like the questions shown to be different depending on the issue type selection. 

Is this a possible feature and if so how do I achieve this?

Thank you in advance

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Joseph Chung Yin
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March 10, 2024

@Ben -

Welcome to the community.  In JSM, customers selects the different "Request Types" from the portal UI.  They don't select issue type(s) when they create the asks.

As the project admin, you can create different request types where you associate them to the issue types available for your JSM project.  In each request type configuration, you can have different questions (custom fields associated/setup to your JSM project)

So when customers access the portal UI, they will see a listing of different request types to use.

Please review the following reference article to under JSM request type and setup - https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-types/

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

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