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How to categorize Service Desk tickets by Group and not by Request Type


I have Service Desk where I have few Groups named after applications we use and then it's divided into request types. I have 7 groups (applications) at the moment each group contains number of request types. 


Group:  Application A

Request type: Bug, Access issue, Technical log issue, other...

Group: Application B

Request type: Order, Access issue, other....


I need to classify historical tickets and future incoming tickets by group also. The problem is that I can't find how to assign ticket to a Group "Application A" or "Application B" . What it does now is that it sorts incoming tickets only by Request Type. So it shows me whether it's a bug, access issue etc, but it does not show me which Group (application) this ticket belongs to in the report. There are few request types used in few groups, since the questionnaire is the same, just a different application.

How can I enable ticket classification also by Group?





1 answer

1 accepted

1 vote
Answer accepted

Hi @Ramunas_Bucinskas ,

I had the same problem with request groups! You can't even search for those values, it seems that they just organize requests to make them easier to find on portal ,not more.

I created a new custom field (e.g. Related Group), and for each request ,hid that field with a preset value.

You can also add automation to fill the custom field and also assign it to related person or group.

Hi @Parvaneh Zand ,


Thank you for your answer! That is my problem, that I can't get report latter on about ticket volume for each group. 

Hidden custom field could be the solution, but if I use request type over multiple groups and add custom hidden pre-filled field, will it not reflect same value over all groups? If yes, then I'll have to make each request type separate. 


In this case, forget about hidden field, use Automation, you need more conditions on your tickets in order to make them distinct for Jira. This could be done by defining a new field (e.g. single select list) which is selected by customer on portal.


for example:

request type = Bug

If OS = Windows(selected by customer)  -> related group = Application A

else if OS = Linux -> related group = Application B


Think about differences between groups ,

otherwise as you said, this might be done by separate request type for each group.

@Parvaneh Zand  

I desided to go by separating request types and hide custom pre-filled field wit "Group value". 


Thank you Parvaneh! 

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