Analyze ticket by customer request type

[Kyle Li]

I would like to analyze our tickets via customer request type to output a data list about the usage of each customer request type. but i failed as the issue statistic type does not support customer request type.

Is there any way we can analyze tickets by customer request type in JSD

[Jack Brickey · Accepted solution]

There is an open suggestion for using customer Request Type  in gadgets - JSDCLOUD-1914. There is a corresponding one for server too - JSDSERVER-1914. I'm a bit perplexed by the above screenshot as it shows "Request Type" in the list. I wonder if this is a custom field or maybe you are on Server and that is the "customer request type"? As Carolyn suggested please try "Request Type" and let us know what it conveys.

[Kyle Li]

I am on Server. The request type field is a manually created custom field. Sorry for the confusion. 

[Jack Brickey]

I really can’t understand why the customer request type isn’t a stat we can filter on TBH. Hope they will add in the future.

[Kyle Li]

Do you have any workaround to help get a issue list data about the usage of each customer request type ?

[Jack Brickey]

You could try to copy into a custom field and use the custom field.

[Kyle Li]

that means I need to create a customer field and copy each customer request type in each issue into  the new customer field. This can be done for future. but it's hard to do on history issues.

[PhilSpo]

If you want a free workaround do the following:

Create a custom field. (Call it something like 'Service Desk Request Type')

Create it as a Text Field (single line)

Now in your request type setup in your Service Desk, add the field into each of your request types.

Make the field 'Required' and 'Hidden' and pre populate it with the name of the request type.

This way each time a new ticket it logged, the Service Desk Request Type field will be stamped with the name of the request type for that ticket.

You will then be able to do JQL reporting/dashboards with this field.

Cheers

Phil

[salmanairi]

Hi ,

how can we pre populate this custom field ?

Thanks

[PhilSpo]

Hi salmanairi,

Do you mean how you populate this field for existing issues?

Well i had to sort issues by 'Customer Request Type' (you can order on this field)

I then had to bulk update all those issues with the Request Type in the custom field,

Phil

[carolyn french]

Hi Kyle,

Are you on Cloud or Server?

Did you try using Statistic Type: Request Type?

Best,
Carolyn

[carolyn french]

I noticed with JQL that depending on whether you are on Server or Cloud, the field is called different things. On Server, it's “Customer Request Type”. However, Cloud is currently using “Request Type”. Anyway, thanks for clearing up the mystery of your field called "Request Type" :) Since you are on Server, you should be fine there.

You can always set up a filter for each request type and show that in a gadget. It's a little work to set up, but once you spend the time to set it up, you'll have it on one Dashboard.

[Jack Brickey]

@carolyn french, actually on cloud it is “Request Type” on UI screens but in JQL you have to use “Customer Request Type”. Confusing

[carolyn french]

I think it changed now. Can you doublecheck your instance? (in the past, I'm pretty sure it was "Customer Request Type" too)

[Jack Brickey]

hasn't changed for my yet

[carolyn french]

Thanks for the screenshot @Jack Brickey, and Happy New Year!