Monitoring in JIRA

[thomas.newton@pwc.com]

Hello JIRA,

When raising a request we have multiple request types, for testing purpose we have a request type under 'Hidden from portal' call 'Monitoring'

 

Currently all request types can be viewed by client except anything under 'Hidden from portal'.

Currently I have a request type name 'Monitoring', I would like this to be visible by only admins (3/4 users).  This request will consists of various fields that admin users have to complete (two tickets will be created per day)

What would be the best approach for this? Also is there a way I can auto-create same ticket and assign to a user.

Regards,

Dipesh

[Petter Gonçalves]

Hello Thomas,

Thank you for raising this question.

Please, allow me to bring up some concepts about the request type field so we can confirm that we are on the same page here:

In fact, the Request Type field is required to make an issue visible in the customer portal, so customers can it access and interact with the Service Desk agents.

Analyzing the request you mentioned: 

"Currently I have a request type name 'Monitoring', I would like this to be visible by only admins (3/4 users)."

Since only Admins should be accessing the issue, I think that a request type is not required for this issue type, once Admins have internal access on JIRA Service Desk.

That being said, I would like to confirm that when you say "Admins" you are talking about Service Desk Admins and not a specific type of Customer that you have in your Service Desk with this title.

About your second question regarding the auto-create of the ticket, it can be configured by using the Automation feature on Project Settings > Automation:

We will be waiting for your answer to better understand your requirements.

[thomas.newton@pwc.com]

Hi Petterson,

We have admin group who have access to everything and they are the one who should be able to see request type 'Monitor'.

You have mentioned "I think that a request type is not required for this issue type, once Admins have internal access on JIRA Service Desk." If request type is not required then how would they raise a ticket? that specific request will have custom fields that admin have to compete?

Regards,

Dipesh

[Petter Gonçalves]

Hello Dipesh,

JIRA Service Desk admin can create issues internally on JIRA, by navigating to the project and clicking on the "+" button in the left corner:

Performing the steps above, the issue will be created with "No request type" and your admins will be able to add whatever custom fields they want and perform any actions they would be able to perform from the Customer Portal.

As mentioned before, the Request type field is only required to allow customers to access the request. Since your Admins can access JIRA internally and they are the only group that should be able to access it, you don't need to add a request type for their internal issues.

[thomas.newton@pwc.com]

Hi Pretterson,

Sorry for coming back late. If I click on + icon i get presented with a screen which asks me to select a group -> If I select 'common requests' -> it gives me some options to select request type (in my case if i select Get IT help) -> it asks to fill in specific  info -> can create a ticket.  

 

if the request type is in hidden group it will not display to customer/admin. In my case i have one request type call unlock account in 'Hidden from Portal' group  and i want that to be visible by only admin. I am currently a admin and i cannot see this request type unless i move it to 'Common requests' group or 'Login and Accounts'

[Petter Gonçalves]

Hello Dipesh,

Are you sure you are clicking in the + icon as specified in my screenshot and not in the + Raise a request?

The screenshot you sent me is from the customer portal, however, the icon I described above should take you to a different screen where you should be able to create an internal ticket which does not need a request type. Here's the screen that should poped-up to you:

Can you confirm if you are using Cloud or Server application and if you are an Admin on JIRA? 

We will be waiting for your answer.