Customer Portal

[rsisauri]

Hello Community,
I have a little "problem".
Here it is: 
When approver receives notification about  waiting for approval issue on email , they  click view request button and this link redirect them to Customer Portal , on that particular issue . There is shown every detail of this issue, except Customer request type. This is extremely confusing when they can not see what type of request type is it .

Is there some chance to show request type in customer portal ( in issue details?)

I will attach screenshot for more visibility of my problem.
Also when you are seeing all requests on customer portal there is customer request type column there. (see screenshot 2)

Thanks in advance,

Ruska 

[Kate Pawlak _Appsvio_]

Hi @rsisauri ,

Could you please check if the request type field is filled on the issue view? I'm asking because you present two different tickets. On the first screenshot, I see ITSM-46857. On the second screen (which is from the My Requests Extension app), you present ITSM-29317.

Moreover, do you use any app to change the look and feel of Help Center? It also causes a problem.

Best regards,

Kate

Chief Product Officer @Appsvio | Atlassian Community Leader

[Alex Koxaras -Relational-]

Hi @rsisauri 

The approver can see the request type if he/she hovers over the icon:

In addition, the approver when he/she receives the email can get informed of the request type he/she must approves:

If this is not visible, you can always edit the specific notification and add the request type to the email template.

Let me know if that helps.

[rsisauri]

Hi @Alex Koxaras -Relational-
Thanks for quick response.
I know about email templates ( we use it) Approvers can see request types in their emails, however they complain about not seeing request type in issue details ( portal side)

So, about your advice, 
I tried to hover over the icon, but nothing happened :( There is no request type visible . 
May be  I need to activate it from somewhere ? 

[Alex Koxaras -Relational-]

No, you are right. I'm using a theme, that's why I can see it. Out of the box, there isn't a functionality to do that (that I'm aware of). However, you can create a custom field and and control it (read only) via Behaviours and set it equal to the request type name. This will make it visible on the customer's form. In theory that is. :)