Report to list ticket request channel

[Zaldy Parian]

Hi all,

I was asked to count how many incident/service request/problem tickets were raised through differenct channels; i.e., through email, api, portal, phone, etc.

Which field in Jira Service Management ticket is this stored? I wanted to create a dashboard or export data in excel, but I can't find which field in the ticket this data is sitting on.

Any help is highly appreciated.

Thanks,

[Nhat Tu · Accepted solution]

You can use the JQL to filter the tickets from different channels. Using issue property: request-channel-type.

request-channel-type = jira

request-channel-type = portal

request-channel-type = anonymousportal

request-channel-type = email

request-channel-type = API

request-channel-type = deployment

Note that: Tickets created via Chat (e.g Slack and Microsoft teams) will be considered as created via API.

Because request-channel-type is not a custom field, it’s a property. So, you need to use automation in Jira to store value off this property on custom field: a read-only.

Steps for creating an automation rule:

- Create custom field a read-only: name Channel

- Create an automation rule:

1. When: New trigger > Issue created > Save
2. Add component > New action > Edit issue
3. On the Choose fields to set…, select the read-only custom field you created
4.  Fill the text box to add a value that will identify the property value and add the correct one: {{properties."request.channel.type".value}}
5. Save and Publish your rule.

It will appear when adding the custom field as a column via Filters > Advanced issue search. 

[Zaldy Parian]

Hi @Nhat Tu ,

Excellent detailed answer and instructions.

Really appreciate your help.

Cheers,

[Hannes Obweger - JXL for Jira · Accepted solution]

Hi @Zaldy Parian

just for future reference, the request channel is also available out-of-the-box in the app that my team and I are working on, JXL for Jira.

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you’d do in e.g. Excel or Google Sheets. It also comes with a number of so-called "smart columns" that aren’t natively available, including the request channel.

As you can see above, you can easily sort and filter by the request channel just like for any other field, and also use it across JXL advanced features, such as issue grouping, issue hierarchies, sum-ups, or conditional formatting. Once you've set up your view, you can work on your issues directly in JXL, trigger various operations in Jira, or export your issues with just one click.

Any questions just let me know,

Best,

Hannes