Request type No Match

[Dylan Chadinha]

Hi There,

I was wondering if someone could assist with the following:

When a call is logged by using the (Plus on the far left hand side of the screen) the request type defaults to ''No Match''

However, when the call is logged using ''Raise a request'' the request type defaults to the right place.

Thanks

[Alexey Matveev · Accepted solution]

Hello,

Could you attach a screenshot with the plus on the far left hand side? Or give more details where is the screen.

[Dylan Chadinha]

Hi Alexey,

I have attached two screenshots below.

When trying to log a call i use the plus below:

This is what shows once the call has been logged:

Thank you for your assistance.

[Alexey Matveev]

Ok. I now understand the problem. If you create an issue by the + sign, you choose the correct issue type (not request type), that is why you should manually set the request type. 

When you use Jira Service Desk, you are supposed to create tickets either via protal or email. In the Jira interface Agents process issues, created by mail or portal. Agents are not supposed to create tickets in a Service Desk project. If you need your Agents to create tickets via Jira interface, then you should manually set the Request Type field.

[Dylan Chadinha]

Thank-You kindly for your response, have a great day further