Jira Service Desk - Can't add "Customer Request Type" to sub-task

[Veronica Qu]

Hi experts! I have come across an issue that in the Jira Service Desk, when I create the sub-tasks, the "customer request type" can not be selected. It says "The request type set is not valid for this type of issue. This means customers will be unable to view all request details. To fix this, select a valid request type."

I'm confused about the "request type" it mentioned here and does anyone know the solution of this issue? 

[Sreenivasaraju P · Accepted solution]

Hi @Veronica Qu ,

As per my knowledge , this feature is not available at present. There is an open suggestion with Atlassian. Please refer below link for the details.

https://jira.atlassian.com/browse/JSDCLOUD-1422

[Veronica Qu]

Thank you so much Sreenivasaraju, especially the link provided! 

[Dave Mathijs]

Hi @Veronica Qu welcome to the Atlassian Community!

Why would a subtask of - for example - a service request need to be visible to the customer?

It is a behind-the-scenes work for agents to complete the parent service request. The customer would only need to be informed once the service request is completed.

[Veronica Qu]

Thank you Dave! Yes it makes sense! Thanks for your reply!