Is it possible to remove the request types from the create issue screen for an agent?

[Remy van Brummelen]

Hello,

Recently Atlassian released an update for Cloud products, allowing agents to select a request type instead of an issue type when they create an issue through the agent interface ("+" button).

The feature might be useful, but where I am implementing, we are using three request type groups (A, B and C) and each shares the same request type names (there are variations in the fields).

Now the agents are asking if it is possible to remove the request types from the "Type" field and only show the issue types.

I checked the field configuration, the jira configurations and searched the web, to no avail.

Can you help me?

Have a great day!

[Angélica Luz]

Hello @bryan.donowho,

Thank you for reaching out to Community!

The View request in Portal was always an option when the request type was filled.

The request type is what triggers the notification for customers and also what allows the customer to see the ticket in the customer portal. When the request type is empty, customers won't be able to view the ticket.

Also, since agents have access to the ticket, they also can view the ticket in the portal.

There is no documentation about this change, only the announcement on our blog:

• Atlassian Cloud changes Jan 6 to Jan 13, 2020

Global create can select request type and raise on behalf of

You can now create a request on behalf of your customers and set them as the reporter. Use the global create button ( + ), then select Raise this request on behalf of and add in your customer's email.

Regards,
Angélica

[bryan.donowho]

Thanks the feedback @Angélica Luz - I think our particular use case might be slightly unusual.  We're a small company and we've never used the Jira portal and still don't, at least not by design.  All our "customers" are internal and open their Jira tickets and view updates via the agent screen.  Also, since we don't use the portal, we've never used the "Request Type" field.

So I think what you're saying makes sense - I can accept that the "view request in portal" option has always been there IF the request type is filled in.  But since we don't use the portal, that's never historically been filled in.  Now with this change, users opening their tickets via the agent screen now see the Request Type as an option and if they choose that instead of the Issue Type, the link to "view request in portal" now appears in the agent interface.

So this is "new" for us, but only because this new feature now allows users to choose the request type and that was never an option before.  Just to avoid confusion, my preference would be for this to be configurable and I could turn it off so that the user can still only select the issue type.  I can see where it makes sense when the portal is actively used, but I'm slightly concerned about confusion and inconsistency given how we currently use the platform.

[Angélica Luz]

Thank you for the details, Bryan. I understand now that it might not be ideal when the customer portal is not necessary. 

This feature was requested for a long time because sometimes agents need to create tickets on behalf of the customer and when the request type is empty, the notifications are not generated and they can't see the ticket in the portal.

In your case, agents will need to scroll down on the field to select the issue type instead of the request type.

There is a feature suggesting to disable the portal: 

• Possibility to disable customer portal

Please click on vote and watch to receive future updates.

[Angélica Luz]

Hello Remy,

Thank you for reaching out to Atlassian Community!

The new feature to create tickets using the request type was added in order to prevent issues where customers don't receive notifications when an agent creates a ticket on their behalf, for example.

Previously it was necessary to create an automation to set the request type after the ticket was created or the agent should add it manually, otherwise, the reporter, participant, and customers in an organization wouldn't receive any notifications.

Agents can still select an issue type instead of a request type, both options are available on the Type field. Also, since it's a system field, it can't be changed to show only Issue types or Request types.

If you have any other questions regarding this matter, please let us know.

Regards,
Angélica

[Remy van Brummelen]

Hello Angelica,

Thank you for your quick answer.

I understand the feature is useful, but it might need some improvements.

When there are multiple request with the same name but present in multiple request type groups, there is no way to tell them apart in the field.

For example:

• Infrastructure
  • I have a question
  • I have a problem
  • I need help
  • I have an idea
• Applications
  • I have a question
  • I have a problem
  • I need help
  • I have an idea

When an agent creates the ticket, he sees this:

I asked with the project lead, they do not wish to modify the request type name by adding the request type group name in the request type (eg: "Application/I have a problem" on the portal).

If I may suggest some improvements:

• To give the administrator the right to deactivate this feature.
• To give the administrator the possibility to display the issue types before the request types on this field
• To add the request type group name next to the request type in this field, without it impacting the request type name on the portal.

Thank you,

Remy

[Angélica Luz]

Thank you for the suggestions Remy and for sharing the screenshot. I agree with you that it may be really confusing when creating new tickets.

Usually, when a feature is added on a system field as the Request type, it's not possible to disable or enable what will show.

Based on your reply, I created a feature request suggesting those improvements:

• Improvements for Request types (Create issue screen)

Please, click on vote and watch to receive updates about the feature.

[bryan.donowho]

This change that you referenced, allowing agents to select requests type instead of issue type - did this also result in a new link added to the agent view in the summary box called "view request in portal"?

We don't actually use the portal in my organization at this time and I don't believe this link existed until recently.  Given our current non-use of the portal, I'm a bit concerned about this creating some confusion.

Also, can you provide reference to any of the original documentation announcing and describing this change?

Thanks

Bryan