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How to create a JSD ticket using a hidden request type?

I have a new service desk team that I want to always use the "Raise a request" feature when entering a ticket for a client. I want it done that way so we never have the issue of tickets w/o a request type.

Here's the problem - As a service desk team member, you don't see hidden request types when you use "Raise a request". It shows the team member the same portal that it shows the client.

Is there a setting somewhere to allow hidden requests to show to service desk team members or do they have to A. create the issue and then add the request type or B. Use a public request type and change it later? Both options are clunky and don't help streamline processes.

2 answers

2 accepted

3 votes
Answer accepted

A or B. 

Where I work we use the option A for all requests we raise on behalf of our customer. Have the Customer Request Type on the Created screen for the project. We have found that this is much more effective for us compared to raise tickets in the portal on behalf of the customers.

One can always send a feature request to Atlassian if it doesn't exists. 

Hi, there are another way (C?) to access the hidden request type from the portal, and that is to access the URL directly. 

For example, I created a hidden request type id SDportalID 7 that got the id 71. If I access the corresponding URL I can create tickets: https://domain.atlassian.net/servicedesk/customer/portal/7/create/71

You can then add that URL in your project menu as a link for example. 

Hope this helps. 

Like Mohammed Amine likes this

I dig Option C. Thanks for the pro tip!

This sounds like the best idea.  The only thing I don't know/understand: where do you go to add a URL in your project menu?

I actually just tried this, and it doesn't work for me.  When I hide the request type from the portal, I can't access the request type directly via a URL.  I get the following message: There is no Request Type with id 47

If I un-hide the request type, the URL works.

Which version of Jira are you using?  I'm using 7.11.0.

Like jason_l_walker likes this

@Jason Freeman - We're running 7.9.0 (Server) and as long as I am logged in, the link option works for me. Just to reiterate -

https://{jira domain}/servicedesk/customer/portal/{portal number}/create/{issue number}/

@Jason FreemanDid you ever get to the bottom of the error?  I am getting a similar error when trying to log a hidden request type via the URL.  Its definitely the right URL since I grabbed it from the preview in the 'edit fields' screen of Request Type configuration but when I try and log I get

"The Request Type you are trying to view does not exist"

@Chris Evans Yes and no.

I never found a way to go directly to the URL of a hidden request type.

I worked around the issue by purchasing a plugin called "Extension for Jira Service Desk." (It's very inexpensive and constantly updated.)  It allows you to show/hide request types for certain users or certain groups of users.

So, using the Extension plugin, I set the request type to be hidden to everyone except the two people I wanted to see it.

Why this basic functionality isn't included in JSD by default, I have no idea.

Apparently, when you make a request type "hidden" in JSD, it's doing more than simply making it not shown on the list of request types.  It's actually prohibiting users from seeing the request type and associated form at all.

Like Chris Evans likes this

Thanks @Jason Freemanat least that puts my mind at rest.

Agreed on the functionality or in reverse allowing simple enforcement of certain things on the JSD agent screens in the same way you can in the portal .. either would do.

I will take a look at the plugin.  Thanks again

I also would like to use a direct link "Option C" to create a ticket for a hidden request type.
with the link described above its is possible to visualize the form but if I try to send it I get the message "Couldn't send request The request type you are trying to view does not exist."
If I add the request type to a group in the Helpcenter it works.
But I do not want to visualize this request types in the Helpdesk cause it is only used internal.
Any other idea?

2 votes
Answer accepted
Ismael Jimoh Community Leader Jul 25, 2018

Hi Clint, 

Request that are hidden can still be accessed via emails. Also, they are not hidden from your Service Desk team, it only impacts the customer portal the client work from.

Yes they would need to create the issue and add the request type. 

The better way would be setting an automation rule that automatically sets the request type on issue create to this particular request type. (Note that if you have multiple, you can add a check based on issue type to set the request type.)

What do you mean by "still accessed via emails"? I'm also curious as to how the service desk team would "create the issue and add the request type"

Ismael Jimoh Community Leader Feb 26, 2020

Hi @Benjamin Peikes 

I'm also curious as to how the service desk team would "create the issue and add the request type"

The SD team have access to JIRA which grants them access to the project directly. You can add an automation rule in your project as the project admin to automatically set a request type based on specific conditions.

  • When: Issue created
  • If: "customer request type" is empty
  • Then: "Edit Request Type": Value of request type you want to set. (This will only be set if it matches the settings on your request type page).

What do you mean by "still accessed via emails"

The hidden request type only means a request type is not shown in the customer portal. If the user sends an email to a provided email address and this email address is tied to the hidden request type, the email will still create an issue.

Also, if an agent creates a request on behalf of a customer and an email is fired to the customer. Should the customer reply to this email address, the comment will be added to the ticket.

I hope this clarifies things.

Thanks.

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