i am discovering again JIRA Service Desk, i must setup a tool for my customer with 2 types of tickets.
I have seen that 1 request type is linked to 1 issue type.
First question, i need sometimes to modify the request type of a ticket. With grand administration i can modify issue type but i can't modify request type. How to do that ?
Second question, the list of fields available in request type is not in accordance with fields available in screen of the issue type. For example i want to display the value of "issue type" :
- not available in list of fields for request type
- available in "setup configuration" of the issue type associated.
- available in default screens
Where is the problem ?
Some of our users are internal users. They create tickets without using the Service Desk portal. When they do this, their issues are not assigned a Request Type and notifications are not sent to the default Team. These attributes should all be accessible by editing the workflow, permissions, notifications, etc., as has been the case in JIRA before.
JIRA Service Desk doesn't expect the request type to change, so it doesn't let the users do it.
The Service Desk is a simplified front-end, with the issues being for use behind-the-scenes for JIRA users (agents) and not customers.
The customers are not supposed to see the issue types - the point is that the request shields them from the internal details like that.
So what is the best solution ?
Imagine that in JIRA Service Desk, the customer create a ticket "request type = change". But after analysis of the agent, it's a request type "problem".
At the moment, the agent can modify the issue type (he can't modify the request type), but the customer see only the request type.
How to resolve this use case ?
The agent can change the issue type but the customer has no idea of this change. The only solution is to add a comment for the customer, or to add a specific component ...
Also, my system ticket had to count automatically the tickets of type "change" and of type "problem".
it's not good that the agent can't change request type, or that the customer can't see the issue type :(.
But ok i will do this use case manually.
I agree that it is a problem to not be able to change the Request Type. In my case, customer is categorizing issues as 'Report Bug' but in reality, the issue is actually and 'Enhancement' or 'New Feature Suggestion'. It is problematic to keep the issue type as bug and working against the SLA.
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