is it possible to add a field on the customer portal, to pick what type of issue it is?

[Nadhirah DeWet]

i want the customer to be able to indicate if the ticket being logged is a service request or incident when logging a ticket and for that to reflect directly on the queues. is this an option? 

[Nic Brough -Adaptavist-]

Yes, you do that with the request type.  Offer them Service Request or Incident in the portal.

[Nadhirah DeWet]

i have done this, however there will be other incidents logged that may fall under "other" and by default is set on service request in this instance can the customer pick if its as and incident or this has to be done on the back end ?

[Nic Brough -Adaptavist-]

It has to be a back-end thing.

Each request type is mapped to a single issue type and you're expected to keep things as simple as possible for the cstomer, rather than demand that they understand all of your classifications.

If you genuinely have "don't know", then you've already got the right approach if you think about it.

• You have service requests for when they know it's an SR,
• You have incidents for when they know its an incident
• You have "other" for when they don't know. 

And that's the point - if they select other, it's becuase they do not know if it is an incident or service request.  So they can't tell you what issue type to use because they do not know.  There's no point repeating the question when they've already said they can't answer it.

For "other", it should be up to the Agents to decide and change the type when they have triaged it.