When IT creates a request in Jira Service Desk for a customer as a licensed user the Request Type is not getting set. They have to manually set the Request Type in order for the Customer to get updates and see the request in the customer portal. I was not able to identify how this can be automatically set based on the Type. See Screen Shots
In this case, you can use the automation rules, to set the Request Type based on the issue type or whatever you need. You can use an scripted postfunction instead, but setting this field is a little pain in the ass if you dont know what are you doing.
Also, you can let the agent decide what Request Type adding the field in the creation screen.
Regards
Hi Bob,
THe customer request type will not be set if an issue is raised via Jira vs the Portal. Have your agents use the "Raise a request" form the sidebar vs create from Jira to avoid the problem.
Susan
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But, as Alejandro pointed out, you can simply add the Request Type field to the issue create screen and make it required. That's what we do, because we want to show agents more fields than are available on the request form, accessed via "raise a request".
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