Enable field Request type for tickets creation

[Francisco Menéndez]

I’m not able to add the field “Request type”

When creating tickets using the menu button +

The field Request type is not available. It’s an important piece of information for us in order to classify correctly the tickets. When the customer creates the ticket, the Web portal is configured to choose Incident type and then, Request type.

The screen is configured to show Request type.

But, using the button + for creating tickets, the field is not available.

If I try to configure it, I search it using “Where is my field?”

It should be available, but it isn’t. What can I do?

• Project:Issue type:Screen:Field:Status:
•  The 'Request Type' field should be present on the form you are viewing
• Request Type
• Crear incidencia
• Incidencia
• Proyecto PPDC

Status	Summary	Details
	Project and issue type scope	Field 'Request Type' is in scope of the project 'Proyecto PPDC' and issue type 'Incidencia'
	Field configuration	The 'Request Type' field is enabled by the 'Jira Service Desk Field Configuration for Project PPDC' field configuration associated with this issue.
	Field Screen	The field 'Request Type' is present on the screen 'PPDC: Jira Service Desk: Incident Create Issue Screen' configured for this issue

[Patricia Francezi]

Hello All, 

19th november I was reading this discussion because i had the same request from my customer. 

At that date, it was not possible. 

Today, when creating a ticket i got this options. They are the Request Types that are visible in the portal, and off course already associated to an Issue type. Seems they solve our request / need. (It works for me).  Yey!!!

[Nic Brough -Adaptavist-]

This is because of the informational structure that Jira has.

Ignoring Service Desk for a bit, Jira is an issue tracker, which tracks issues.  The "type" of issue is the fundamental thing Jira looks at because *all* of the configuration is determined by "Issue type in this project".

Changing an issue from one type within a project to another type and/or project is not trivial.  Sometimes, they are configured the same, so it is trivial, but if they are not (mostly) identical, then you have to look for and deal with migration of data from one shape to another.

So, adding Service Desk back in...  JSD is a layer on top of a Project.  A request is an attribute that is mapped to an issue type within that project.  It's an interface for the customer onto the issue.   And it's not a 1:1 relationship either, requests could be configured to ask for different data but for the same issue type.  

Changing a request type is almost always non-trivial.  It's hard enough changing the type of issue, requests are an order of magnitude harder to change. 

So Jira does not do it, because your people really really do not want to either.

The request type is not something that is expected to change.  Agents who spot the wrong request type should either

• Live with it (if your process is fixing it without needing info from the "right" request type)
• Ask the customer to raise a new request of the right type (and help them select and give the useful info about why, and how to do it better)

... well, actually, just talk to the customer.  They don't care about the request type, they want it fixed.  Internally, you probably do care a bit more, but do your classification internally, don't rely on customers getting it right, because they won't.

[Francisco Menéndez]

Thank you for your answer Nic.

Actually, my problem is not changing the Request Type.

It's the different behavior when a ticket is raised from the Customer Portal opposite to when it's raised from the Service Desk with the button +.

When using the Customer Portal, you're guided to choose first the Incident Type and then the Request Type. You can't skip the choice. Consequently, the ticket is completely classified.

When using +, you're asked to choose the Incident Type. But not the Request Type. Consequently, the classification is incomplete. I'm not able to add the field Request Type.

[Presian Yankulov]

I have the same problem. 
I'm not able to choose the Request Type when creating an issue from "+" as support agent! 

Please fix!

[Nic Brough -Adaptavist-]

When you create issues in a project without service desk, you're not creating a request, just an issue.  If you want to raise a request, use the portal.

[Emma Kershaw]

Hi Nic, 

We have this problem too.  Being able to raise tickets with the Create button is fundamental to us as it's the agent's view and it's the view that they work in.  Them having to go into the customer portals whenever they're raising a request on behalf of a customer is inefficient.

What's the difference between an issue and a request as you've said please?  

Thanks

Emma

[Nic Brough -Adaptavist-]

An issue is the core element of Jira, it is something that needs doing.  They are only accessible to Jira users and are not intended to be seen by customers.

A request is a customer-focussed front-end on top of a Jira issue.  It is supposed to be the interface between the customer and your organisation, and can have different rules about how it is raised from an issue.  Because it's for the customer, Jira insists they are entered through the portal so that the person entering it see what the customer does.  (We have some "interesting" cases in a couple of places where people have enabled "create request via issue" and it's turned out to be convoluted and a right mess for the customers because they get references and visuals that make no sense to them because they were not entered via a real request)