Is it possible to filter customer portal request groups?

[Gareth Ford]

Hi,

We are installing JIRA Service Desk and I am currently configuring our Customer Portal. I am trying to cut down on the number of request types in each group we have. For example, if you click into the Desktop Support request type group, it brings up 15 items. If I want to then have an option to choose either 'Requests' or 'Incidents' to break this down even further, is this possible on the Portal?

I can obviously create two separate Request Type groups on the main Portal but as I may want to do this for a few different types, I was hoping I could do this dynamically.

Has anyone come across this before?

Thanks,

Gareth

[Dzmitry Hryb _Deviniti_]

Hello Gareth,

Do you work on Server or Cloud hosting?

[Gareth Ford]

Hi Dzmitry,

We use JIRA Service Desk for Server.

[Dzmitry Hryb _Deviniti_]

Unfortunately there's no possibility to do that out of the box. But you could try setting up a Multilevel Structure with the Extension for JSD app to set up the dependencies and hide the irrelevant request types on the Customer Portal. Read the user docs to know more about the feature, and in case of additional questions, feel free to write me back :)

[Gareth Ford]

Hi Dzmitry,

I have installed a test version of the Add-On but cannot see how this functionality would be achieved with this add-on. I can see how you can enable multi-level options within Request Types and change the form but not within the Menus.

Is this something I should be able to do?

Gareth

[Dzmitry Hryb _Deviniti_]

Gareth,

Apparently, I've misunderstood your question. So sorry about that :/

I've just talked with our support team and searched through the Marketplace, and what I've learned is that so far there's no technical possibility to make request type multilevel structures, like Extension does with custom fields. It means that you cannot have a request type under a request type on the Menu. So I'm afraid that creating request type groups is the only way for you to reduce the number of request types displayed on the Portal.

Maybe there's another app that can help you and I haven't found, or maybe there's a workaround inside JSD itself that people know. I also became interested in how to make it work this way, so let me know if you solve the issue.

Have a nice day,

Dzmitry

[Gareth Ford]

Hi Dzmitry,

Thanks for responding again. We do actually wish to use multilevel structures within our forms as well, so I have been testing this. It looks great but I cannot seem to get the Field Help to display on Multilevel Structures, which would really assist our users.

I am using Radio Button option for these structures (I am unsure if this makes any difference). Have you heard of this before?

Thanks,

Gareth

[Dzmitry Hryb _Deviniti_]

Hi Gareth,

We've tested it quickly, and it appears that Field Help doesn't display on all kinds of fields in Multilevel Structures. Please send a detailed request to our Support Team, and we'll fix it as soon as possible.

https://intenso.atlassian.net/servicedesk/customer/portal/1

[Gareth Ford]

Thanks for such a prompt response, Dzmitry.

SUPPORT-2045O has been raised.