How to identify requests from different portal groups?

[Deleted user]

Hi there,

is there a way to identify requests of the same type out of different portal groups?

The case: we have one portal group for CMS related issues, one portal group for another type application.

In both portal groups we use the request type "Add/delete user(s)". When a customer now enters the request in the "CMS portal group" I can't see in JSM whether this ticket relates to CMS or the other application.

Is there a way to somehow mark the issue with a tag "CMS" or something?

Or do I need to set up 2 different request types in that case?

Looking forward to hearing from you!

Chris

[Callum Carlile _Automation Consultants_ · Accepted solution]

Hi @[deleted] 

Looking at this Atlassian feature request,, it looks like it's not possible to identify the portal group in which a request was raised - note that the status of this ticket is Not Being Considered.

If it is the same request type that is shared between the two groups, I think you will need two separate request forms if you want to differentiate between them. On each, you could have a field like the Components field, which you could hide and pre-set a value, then you will be able to use this value within a JQL to separate the two types of requests

[Deleted user]

Hi @Callum Carlile _Automation Consultants_ ,

thanks for your quick response and helping me out.

Then I'll set up two different request types for that case.

Cheers,

Chris

[Callum Carlile _Automation Consultants_]

No worries! If this answered your question, feel free to hit the Accept Answer button as it may help out other community members who have a similar question

[Michael Aglas]

You could duplicate your Service Desk project and use one for one group and the other one for the other group... then you can identify them by the issue key