Using custom fields to say if issue was created by email or portal request form

[Support Agent]

Hi,

We are currently exploring the option of potentially disabling the ability to create support tickets via email and instead, only permitting their creation through our portal request form.

To achieve this, I've created a custom field (label "Channel") within the request form. I've set it to be hidden and configured it to populate as "Portal" when submissions come through that route. However, I've encountered an issue where the field is also populated as "Portal" when tickets are submitted via email.

I attempted to address this by changing the default value of the custom field to "Email," hoping it would dynamically switch to "Portal" when used via the portal, while remaining as "Email" when created via email. Unfortunately, this approach did not yield the desired result.

Could anyone offer any insights or suggestions, please? Ultimately, our goal is to leverage automation based on the value of this customer field. Alternatively, if automation isn't feasible, is there a way to prevent tickets from being created via certain channels?

[Trudy Claspill · Accepted solution]

Hello @Support Agent 

I think if you implement the solution described in the following article then your problem will be solved.

https://confluence.atlassian.com/jirakb/using-the-request-channel-type-property-on-filters-1188759288.html

[Support Agent]

Thank you