Related to Service desk

[Fahad Siddiqui]

If i want to add new issue in my existing service desk .Which is correct way please clarify

What is difference between adding Request types and Issue . 

thanks 

[Krister Broman _Advania_ · Accepted solution]

Request types are shown in your portal and gives the end user a good way to choose the best matching issue, this in turn allows you to categorize the issues in a way that allows you to handle them faster, automate resolution etc. 

Each request type are assigned to an issuetype, the issuetype will state the workflow, permissions etc. 

[Fahad Siddiqui]

Dear Krister Broman

What about the attached screen shot are this information will create issue type without adding in request types. or system will automatically detect issue in request type.

Or if i create request type its enough? no need for creating issue? please clarify or provide and related document.

[Krister Broman _Advania_]

So in the above screenshot, for example the request type "technical support" will create an issue with the issue type Support, but the Licensing and Billing questions will also create an issue with issuetype support. 

The agent can then have a que that only has those issues that is either of these, that is just a JQL question to set the issues in that que.

https://confluence.atlassian.com/servicedeskserver/setting-up-request-types-939926357.html

[Yevhen Rohovets · Accepted solution]

Hi,

For adding a new type of request to Service Desk for customers you need to Create request type. during creation, you must select the issue type. The issue type can have a different workflow, screens, fields, for each issue type.

Create a new request type means to add a new request to the portal, customers will be able to select this item when sending a request from the Service desk

Creating a new Issue type does not affect the desk service
Creating a new task is just a new task for your support agents.

[Fahad Siddiqui]

Dear,

You mean when we start creating Type of request it directs us to issue type?

[Yevhen Rohovets]

You cannot create a type of request without selecting an issue type. The service desk should understand how “what” to show the customer’s request for agents)

I mean, when you start to create Request type, you have required field, like Issue type

[Fahad Siddiqui]

For example if i start with creating issue type will it display in portal without creating type of request. please explain

[Yevhen Rohovets]

No, only request types are shown on the customer portal. And request types need to have issue type.
Issue types this is internal and shows for agents, or your internal users, admins, etc

[Fahad Siddiqui]

Thanks for your clarification it was really helpful to clear the concept. Just one last clarification what i observed , correct me if i am wrong. The fields are different when creating Request types and issues. So as per my understanding if i want to add any new request or issue that needs to be displayed to user's/customers in portal than i have to create it through request type and then continue creating issue type if i miss any one of this it will not be displayed.

[Yevhen Rohovets]

Yes, the fields may be different

The type of request for the customer may contain all or only some fields from the issue type

First, you create an issue type, with the fields you need, then create a request type that is a link to this issue type, and select which fields to show in this type of request for the customer on the portal

[Fahad Siddiqui]

Thank you... I will do the same.

[Fahad Siddiqui]

How can i changed the status from waiting customer to back to open.