jira service desk - defaults to request type no match

[Web Viva!]

When raising a ticket on a portal the system always has the correct request type, but when raising it from the admin interface it always comes in with "Service Desk request: no match". 

How can I set a default?

[Andy Heinzer · Accepted solution]

Hi,

This behavior is actually expected.   The 'request type' field is not something that is expected to be set when creating a ticket this way.  Whereas when you create an issue via the customer portal, the user has to select the request type first.

But there still is a way you can get Jira to automatically set a request type when creating a JSD issue in the Jira Core / JSD Agent interface.   Please see the KB Automatically set Customer Request Type When Issue is Created via JIRA for more details.

Regards,

Andy

[Web Viva!]

Hi Andy, 

Amazing. That worked. Excellent. Thank you so much.

Regards Ana

[Florian Meyer]

Hi Andy,

I have exactly the same request, but the workaround does not work, because the "Request Type" at the JQL query does not "exist".

I use Jira 7.8.1 with Service-Desk 3.11.1.

Regards,
Florian

[Andy Heinzer]

Hi @Florian Meyer

Thanks for bringing this to my attention.  I found this is also true in my Jira 7.9.1 with Service Desk 3.12.1.

It appears that this field name has been changed in more recent versions.  As such I believe you can still achieve the same results, but you would need to use the field name "Customer request type" instead of just "Request type".

Which would make your JQL something like this:

"Customer Request Type" is empty and issuetype="Help Desk"

I will work to update the KB to better help catch this change for users of newer versions.

[Florian Meyer]

Hi @Andy Heinzer,

thanks for your update, but I still don't have the field "Customer Request Type"...

I solved it in that way:

request-channel-type = jira and issuetype="Help Desk"

=> It's suitable for us, because at these Service-Desk we will create manually tickets on customer behalf only.

Thanks for support in these case. :)

[david_elger]

@Andy Heinzer I have no problem using jql to find the list of issues to bulk change, but when I choose Edit issues, there is no sign of Request Type or Customer Request Type, or any other field name that looks effective.  

Maybe related, when I open some of these issues without Request Types (because I bulk created in Jira without the community recommended automation) I try to edit the Request type field but Jira says there are no matches.  Even though portal created tickets in the same project have my request type 'Bug' showing.  

[Andy Heinzer]

Hi @david_elger 

Try scrolling to the bottom of that Step 3 of 4 for the bulk change page and then expand the "Unavailable actions".  I'm curious to see if you see something like this there:

Change Request Type

NOTE: No request types are available for this issue type. Please configure your request types first.

If so, then it indicates that this particular issue you are trying to make changes to exists as an issuetype in the project that does not have any request types defined for it yet.  Try walking through Setting up request types first to make sure that the issuetype in question (story, task, etc) has a request type setup for it first.   I think the only way you get that 'no matches found' is if this issue exists as an issuetype in a project without a request type setup for it yet.

Andy

[david_elger]

@Andy Heinzer Brilliant.  I'd never paid attention to the unavailable actions to see that there are explanations there.  My message wasn't quite what you said.  I got "Note: This operation can only be performed on issues of one issue type.  Please choose issues of the same issue type."

So I bulk changed the issue types to all be the same, then Change Request Type became available because I had configured the mapping before and it worked.  

I'd mark this thread double-solved if I could.  Thanks for the quick response.  

Dave

[Steve H]

Note that when you use an automation to set the Customer Request Type when the ticket is created, it won't email the customer a notification that the ticket has been raised. 

Presumably this is because the automation fires after the notification email trigger, so the request type is empty when the ticket is created. 

Does anyone know how to get email notifications to be sent using the Customer Notifications > Request Created template? You could add a notification in to the automation i suppose but would have to re-create the email text, plus that would be very confusing if you decided to turn off Customer Notifications > Request Created alerts

[Travis Chafey]

Also running into this issue.

[Steve H]

Hi Travis

We have told our agents to use the Raise a Request option on the left hand menu (underneath queues and reports). This takes them to the customer portal view where they can raise a request on behalf of the customer, and it will send an email to them. 

It's not ideal as they then have to go back to Jira to fill in the rest of the request details, but that's the best we have got at the moment.