How is Ticket Channel field populated

[Zaldy Parian]

Hi all,

This could be a trivial question, but here goes...

In JSM, when I open an issue (incident, SR, etc.), I could see on top of the view something like "...raised this request via Jira" or "via email" or "via portal". And I believe that is the Ticket Channel field. How is it being populated automatically? I created another project, but when I list the issues using JQL, that "...raised this request via Jira" is not visible; even if I add a column in the view for Ticket Channel.

Also can I add another possible value for it as "via walk-in"?

Thanks,

[Alex Koxaras -Relational- · Accepted solution]

Hi @Zaldy Parian 

First of all, there isn't a way to add another way. Currently JSM has limited channels, a few of which are portal and email. Depending on how this ticket is raised this channel gets populated. If a user send an email to the dedicated email channel (if active) then it will be written "via email". If a user visits the portal and raise a request then "via portal" will be visible. Use the "request-channel-type" field to get your JQL:

[Zaldy Parian]

Hi @Alex Koxaras -Relational- ,

You're spot on. 
I used request-channel-type in my JQL condition and i was able to list the issues.

However, what baffles me is, that in our current project, when I add the column Ticket Channel in my list view, that field is populated.  But when I do the same in my test project, the Ticket Channel is blank. I also checked the custom field and found out Ticket Channel has a global configuration that is used by all projects.

Any thoughts???