Setting up Customer Portal

[Rahul Gulati]

I am testing out JIRA Service Desk. What we want is to achieve a support ticketing system where our sales team can raise a aticket and it gets assigned to our users. How can I do that.

https://demodesk.atlassian.net/servicedesk/agent/CR/customers

What building blocks do I need to create in Customers portal and how do I do that.

I created agents under my account. What is the diff between service desk request and issue.

Please guide

[Rahul Gulati]

thanks for replying. I can only See Issue Types. Unable to locate Request Type. Sorry, must be missing something. Reading your article, still no result. From the JIRA admin icon on top-right, I click Projects. Then click on the Project name link. That is how i see workflows and issue types

[Paulo Hennig]

Hello Rahul,

In additional to Nic's response, you can simple create a Customer Request Type (Service Desk Project > Settings > Request type) to something as your preferences, where your customers (Sales team who will raise a ticket) will create these tickets on the Customer Portal and will be viewed by your users on the JIRA UI (On your Service Desk queue)

[Nic Brough -Adaptavist-]

Start with https://confluence.atlassian.com/display/SERVICEDESK/Getting+started+with+JIRA+Service+Desk

[Rahul Gulati]

Can you please guide what is wrong. I have added issue types. but it is not showing in my customer portal.

The first image

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The second image

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[Nic Brough -Adaptavist-]

The service desk is a simplified front end - the users don't get to see all the complexities of JIRA (like issue type). Have you read the link I gave earlier? It shows the difference between the JIRA view of the issue and the customer's service desk view.

[Rahul Gulati]

Yes. I did. Cant locate Settings in the page. What is wrong. I have logged in to the site. Cant find Settings

[Rahul Gulati]

I can only See Issue Types. Unable to locate Request Type. Sorry, must be missing something. Reading your article, still no result. From the JIRA admin icon on top-right, I click Projects. Then click on the Project name link. That is how i see workflows and issue types

[Nic Brough -Adaptavist-]

Why are you clicking on "projects" when you're trying to set up Service Desk request types? Please, go back to the link I gave, and follow the tutorial links starting with "I am a Service Desk admin" - that takes you through how to set up a new service desk, including the request types. I didn't link directly to that because it feels like you need to read through it from the start.