Raise a request button missing in agents view

[Susann Petzold]

Hi everyone, 

our agents are using the "create"button to create a ticket on behalf of a user. But the user is not getting a notification about this step. 

So, I've seen that users using a "raise a request" button to report issues on behalf of a user. I cant find this button in our Agents view. 

Can someone please help me? 

[Vishwas · Accepted solution]

Hey @Susann Petzold 

They need to use "Channel" button and Help Centre URL to go there and raise requests behalf of user.

Like this:

Regards,

Vishwas

[Tansu Akdeniz · Accepted solution]

Hi @Susann Petzold 

Since request type is not set via internal Create button, customers don't get a notification e-mail.

Agents can create a ticket on behalf other user in customer portal.

Please also check this link.

[Susann Petzold]

Would be better, if there could be a raise a request sidebar link as in our HR Service Management Project :) 

[Angélica Luz · Accepted solution]

Hello @Susann Petzold,

Thank you for reaching out to the Atlassian Community!

On ITSM projects, the Raise a request button is not available as it is on other Service Management project templates.

There is a feature request suggesting the implementation of this ability:

• Raise a Request button not available in ITSM service Management

Please, click on Vote for this issue and also watch it to receive updates from our product managers.

For now, for ITSM projects the workaround is by using Channel and accessing the help center as Vishwas mentioned and also via the create button.

What triggers notifications for customers are the request types, so when an agent creates a ticket on behalf of a customer via the create button, they must select the request type and not the issue type.

If they select the issue type, they must select the request type after that directly on the ticket on the agent view.

 

It’s also possible to use automation to set the request type when an issue is created via the create button, but in this case, only if the agent selects the issue type instead of the request type.

• Automatically set Customer Request Type When Issue is Moved or Created via Jira

Kind regards,
Angélica

[DII Connect]

I think the Raise a Request option disappears when you enable the additional queues like Service Requests, Incidents, Problems, etc.

We've added a shortcut named "Raise a Request" that links to the portal.

[brady_leach]

Thanks, so simple and so clean. We are using this way to link to different request types—support vs incident. 

Great tip!