Need to identify which Help Center was selected when a ticket was created in Jira Service Management

[Humberto Gomes]

Subject: Need to identify which Help Center was selected when a ticket was created in Jira Service Management

Details:

Setup:

• I have a single Jira project with one request type available.
• There are two Help Centers for different brands, both using this Jira project.

Challenge: As an agent, I need to see which Help Center was used when the ticket was created. This helps us manage tickets differently based on the "customer" source, allowing us to apply specific SLAs or rules accordingly.

I can see the channel as "Portal" in the issue view, and by clicking the portal link, I land in the correct Help Center. However, there's no direct information in the ticket indicating which Help Center was used to create the request.

Question:
Is there a way to make the selected Help Center visible in the issue view or add it as a field in the ticket? Any workarounds or solutions would be greatly appreciated!

[Justin P · Accepted solution]

Hi @Humberto Gomes, we recently created a feature request to introduce the ability to identify which help center was used when issues are created.

We highly encourage you to engage with this request by voting and adding any comments you may have:

• JSDCLOUD-15334 - Ability to identify the help center an issue is created from when multiple help centers are configured 

Your input is valuable, and we appreciate your understanding and support!

[Tomislav Tobijas _Koios_]

Thanks for sharing the suggestion link @Justin P !

[Tomislav Tobijas _Koios_]

Hi @Humberto Gomes ,

I was thinking of getting that information from smart value or API, and from what I've found there's a web link to a customer view of the ticket. Then you could potentially parse that link to get the portal and store that info to some field. However, no matter which help center you use to raise your ticket, the web link that's accessible in the background is always the one to the ticket on the default help center (again, no matter where the ticket is initially raised).

That got me thinking and I've realized that the ticket is actually visible in any help center (if you have access to each). This is news to me so I just wanted to share it here. 👀

I didn't manage to find a suggestion on JAC, based on your initial question. If nothing, I would recommend reaching out to support for some confirmation and maybe they can raise a ticket for you.

Additionally, it would be great if you share any findings on this topic.

Cheers,
Tom

[Ugnius Aušra]

Hello @Humberto Gomes ,

I hope you have a beautiful day!

I think for me, best solution would be to use ScriptRunner. With ScriptRunner, you can write a custom listener or script to capture and store the portal URL (Help Center) on the ticket when it’s created.

If you want no coding solution, i found solution, but didn't tested it:

Add a required custom field in the request form where users select their Help Center (e.g., "Brand A" or "Brand B"). You could make this a hidden field pre-filled in each Help Center configuration so users don’t need to interact with it. This field will then display in the issue view and be searchable/reportable.

Let me know if I answered your question. 

[Tomislav Tobijas _Koios_]

Yeah, but regarding this part:

Add a required custom field in the request form where users select their Help Center (e.g., "Brand A" or "Brand B"). You could make this a hidden field pre-filled in each Help Center configuration so users don’t need to interact with it. This field will then display in the issue view and be searchable/reportable.

The issue with that is that there's only one JSM project which is actually the same for both help centers. So, we're talking about the same project with probably the same request types visible, and with it, you won't be able to make a hidden value in the custom field as the customer doesn't select anything, just opens up a help center and lands on the request type which is the same for both help centers.

I would place my bet rather on ScriptRunner than there's a native solution to this (at least not just yet).

[Ugnius Aušra]

Oh yes you are right! I totally misunderstood that part. 

So, there's only option left with ScriptRunner.

Thank you, for correcting me! @Tomislav Tobijas _Koios_