I'd like to report on how tickets are reported into Jira Service Management.
It clearly knows that tickets are raised via e-mail / portal / agent as it shows this in the ticket:
What field is storing this information? Also, can I add to the entries in this field? We're going to get phone calls and it'd be good to have this as an option.
I hope you can help.
I can use request-channel-type in a JQL filter to get specific search results and use it to create custom series in dashboards so that's perfect.
It's annoying that you can't add channels like 'phone' and 'walk-in' but I've found an Atlassian knowledge article that pretty much says they're not going to add them or make them editable...
Adding or removing custom request channels in Jira Service Management
Hi @mararn1618 !
How did you extract that data? It looks handy...
I think 'Email request' is just the issue type that's assigned by default when it comes in via e-mail. It could be changed to a more appropriate one down the line by one of our agents. Change it to an issue type of 'Application Fault' or whatever.
Jira would still retain that it received it via e-mail but I don't really know what field it stores it in.
What are the values for something that's raised by Portal?
Thanks for helping!
Expanding on @Jack's answer you can:
Via JQL: "project = YOUR_PROJECT and request-channel-type = email"
You can replace email with:
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