Can I create 4 different Issue Types in JSD but have only 1 appear on the customer Portal.

[larias]

I'm trying to configure JSD to allow me to create 4 issues types but only show one to the customer via the portal and the rest be available for my agents when they need to raise an issue and add to the Que.  Is this possible?

[larias · Accepted solution]

Thanks John.  One other question. Once the issue types have been created, how does the agent add issues to the que with using the customer portal.  I know you can raise an issue through "raise an issue" on the left menu but when I do, I'm not seeing the additional issue types I created.  

[larias]

J

[larias]

John - Here is what I have for Request Types.  Our customers can only enter an Incident request type and  we would like Incident to be the only request type to show on the customer portal which I've created in "General" as well as "VHB Internal Users".  Once we triage all the incidents that have been created by the customers, I would like our agents to create the other request types such as bugs, features, or task based on the incident entered by the customer.  Where can this be done outside of the customer portal or a customer portal view that contains these added request type for our internal use only.  We do not want our customers to view or enter a bug, feature or task.  Thanks.

[John Funk]

I am not sure they can enter through the portal if they are not in the General group. I will search to see if I can find away to see the ones in a non-General group. 

But the agent can always click on the Create button (Top Nav) or + button (left nav) and create a request directly in Jira for that project and all request types. 

The other thing you might consider is the ability to automate the card creation for the other types using Automation For Jira. 

[larias]

Where is the create button (top Nav) or +button?  I can't seem to find that on my screen.  Is that in Ques?

[John Funk]

It's just the regular Create an issue button for Jira

[larias]

oh, Got it!! Thanks for all  your help, truly appreciate it.  

Cheers!!

[John Funk]

Glad I could help! If you would click on the Accept answer button above, we can close this one out. Thanks and have a great weekend!

[larias]

Thanks John.  I did that but when an agent raises an issue, the request types are not showing up.  I better question might be, How does an agent create an issue type that is hidden from the portal?

[John Funk]

Hi @larias - Welcome to the Atlassian Community!

Yes, you can do that.

Create the issue types as Request Types in the JSD Project. 

Then move the Request types that you do not want to be seen on the portal to the Hidden from portal group (using the Edit groups link for each Request type. 

[John Funk]

Go to Project Settings > Request types. 

[John Funk]

Everything hinges off of the Request Types page. That's where you tie a Request type to an Issue type. Here's what mine looks like: