When I (Admin) create a Jira ticket for client (specific project), client can't see the content

[Steven Bortels]

Dear,

When I (an admin in Jira Service Desk) create a ticket for our client (which has a specific project), our client can't see the content of the ticket.

This a print screen of the screen which our client sees when opening the ticket: 

- The creator is an admin

- The organization is CLIENT

- The project is CLIENT Service Desk

This is a print screen of the screen which I (Admin) see on Jira Service Desk:

The ticket type is 'Incident', which falls under 'Remedial Maintenance', yet it is not possible to select a Request type: 

In the second print screen, you can see that it says 'No match' next to Request type.

Could this be the reason?

Could you please analyse this and help?

Thank you in advance!

[Steven Bortels · Accepted solution]

Thank you for your feedback!

There are 3 options for Request type in the drop-down:

1) Remedial Maintenance

2) Request a new account

3) General Support

We should be able to select 'Remedial Maintenance', yet we receive the following message:

"This request type is not applicable for current issue type" (see third print screen above)

The issue type 'Incident' falls under the request type 'Remedial Maintenance'.

How can we make sure that we can select 'Remedial Maintenance in the drop-down?

Thanks in advance for your feedback!

[Raynard Rhodes]

You may wan to check this link out https://confluence.atlassian.com/servicedeskcloud/configuring-request-types-and-workflows-732528910.html

But in quick, if you go to Project Settings > Request Type, each request type has an Issue Type it's associated with.

In this location, you can also see what Issue Type has "Remedial Maintainance" request type.

[Steven Bortels]

Thanks for the feedback!

I have navigated to Project Settings > Request Types 

Is is possible to add a second and third Issue type to a Request type?

E.g. 

Request type: Remedial Maintenance:

• Remedial Maintenance
• Incident
• Problem

Thank you in advance for your help!

[Raynard Rhodes]

Yep, just make another one with the same name but change the issue type. It may get difficult to track which is which but do-able.

[Steven Bortels]

Dear,

Would this mean that the client would see 3 'Remedial Maintenance' Request types?

Request type:                          Issue type:

Remedial Maintenance           Remedial Maintenance

Remedial Maintenance           Incident

Remedial Maintenance           Problem

(along with the other Request types 'Request a new account', 'General Support', and 'IT help')

Would the client see which Issue type is attached to the Request type?

Thanks in advance for your feedback!

[Steven Bortels]

Dear,

The similar thing would need to happen for the Request type 'General Support':

Request type:                          Issue type:

General Support                     Change Request (already exists, see 4th print screen)

General Support                     Service Request

The Request type 'General Support' cannot be selected when the Issue type is 'Service Request', it only works when it is 'Change Request'.

Would it mean that the 4th print screen would become the following?:

Request type:                          Issue type:

Remedial Maintenance           Remedial Maintenance

Remedial Maintenance           Incident

Remedial Maintenance           Problem

Request a new account          Access

General Support                     Change Request (already exists, see 4th print screen)

General Support                     Service Request

IT Help                                    IT Help

Thank you very much for clarifying! 

[Raynard Rhodes]

You can hide request types for internal use. Think link may help https://community.atlassian.com/t5/Jira-questions/How-to-create-a-JSD-ticket-using-a-hidden-request-type/qaq-p/847527#M272748

[Steven Bortels]

Dear,

We have made the adaptions in Jira and now have the following Request types:

Request type:                                          Issue type:

Remedial Maintenance - Incident           Incident

Remedial Maintenance - Problem          Problem

General Support - Service Request         Service Request

General Support - Change Request        Change Request (already exists, see 4th print screen)

Request a new account                           Access

Our clients are not able to create a 'General Support - Service Request'.

I created the 'General Support - Service Request' with Issue type Service Request by selecting the request type 'General Support - Service Request' and linking it to the Issue type 'Service Request'. I believe that this action was not sufficient in order for clients to create a Service Request in Jira.

I created this request type based on the Change Request which was already present in Project > Project Settings > Request types

This is very urgent.

Thank you in advance for your feedback!

[Steven Bortels]

Dear,

For each client we have created the following Request types:

Request type:                                          Issue type:

Remedial Maintenance - Incident           Incident

Remedial Maintenance - Problem           Problem

General Support - Service Request         Service Request (based on Change Request)

General Support - Change Request        Change Request (already existed)

Request a new account                           Access

Our clients are not able to create a 'General Support - Service Desk' ticket. This type of ticket was created by creating the Request type 'General Support - Service Request' and selecting 'Service Request' as its Issue type. 

I assume there is something which makes this not sufficient for our clients to create this kind of ticket. Do you know why this is?

We receive the following error:

"The request could not be sent. Your request could not be created. Please check if the field are correctly filled in."

They are able to create a Change Request, which already existed in the list when you navigate to Project > Project Settings > Request types

This is very urgent for our clients.

Thank you in advance for your help!

[Steven Bortels]

Dear,

We also receive the same error message for the following Request type that I created:

Request type:                                          Issue type:

Managed Services                                   Service Request

The Issue type 'Service Request' is also used for the Request type 'General Support - Service Request'.

What do we need to do in order for our clients to be able to make a ticket with these Request types and with Issue type 'Service Request'? 

Thank you in advance!

[Raynard Rhodes · Accepted solution]

Yep, if there is not a request type then the customer cannot view it from the portal. Just add whatever request type under that issue type then you'll be good to go...or change the issue type to one with a request type