Issue Type disconnected from Customer Request Type

[Karyn Tooke]

We've recently launched Jira Service Desk to ~200 employees and upon those employees using the Zendesk Jira App the Customer Request Type is not connected in the same way as is through the Jira Service Desk portal, this means the requester is unable to access their own ticket either via the App (how the app works currently) but more importantly its also hidden from their portal account for 'my open requests'. We're having to bulk update using the below filter until a more practical solution is found.

"Customer Request Type" is EMPTY AND issuetype = "Service Request" AND status != Closed ORDER BY created DESC

Any help would be greatly appreciated, I will be reporting this issue with Zendesk support also.

[Ryan Stafford]

You could create an automation rule to set the customer request type after the issue is created

[Karyn Tooke]

Thanks - trialling this out now it just seems like a missed config opportunity... maybe it's down to Zendesk developers to enable this but if this works its definitely a workaound!

Update - Tested this myself & appears to work thanks for the tip!