JIRA Service Desk Ticket Source

[Daren Chung]

Does JIRA have a special "source" identifier that can help me understand from which source a ticket might have been submitted?

For example, I see at least three ways where a ticket can be created:

1. Customer Portal

2. Within the JIRA interface

3. Issue collector

Is there an existing variable or are there folks using an alternative methodology to track these?

Thanks,

Daren

[David Toussaint _Communardo_ · Accepted solution]

If the Issue was created with an Issue collector, a special label will be added.

If the issue was created with JIRA Service Desk a (hidden) custom field by the name "Request Type" (or similar) will have the appropriate value.

If the issue was created with JIRA interface nothing will be shown.

As you see the information is allready here. Now with the usage of JIRA Automation Plugin you could for example say that a dropdown custom field will be populated the the relating values to quickly show how this particular issue was created.

Does that help?

[Daren Chung]

David,

Thank you! My main concern was with the customer portal.

"customer request type" appears to the the ticket.

It currently comes through like the following:

<project>/<request type>

in my case:

support/set-up

Regards,

Daren