User's guide

If the Customer Request Type Select Field is made available for your Service Desk project you will be able to use it when you are making a issue in JIRA.

These are the steps to using the Customer Request Type Select Field:

1. Choose Create in the JIRA header to open the 'Create Issue' dialog.
2. Fill out the fields:
   
   • Project: your service desk project

   • Issue Type: choose the appropriate issue type

   • Choose the Customer Request Type in the custom field made by you(r administrator)
3. Choose Create to create your new issue.

After you have created the issue you will see that the instead of the 'Request type: No match' and 'Channel: JIRA' the issue field Service Desk request will now have a Request type:

The issue in now available in the portal for your client (the reporter) and you will be able to communicate with the client using the 'Respond to Customer' functionality. The channel will still be JIRA as you have used JIRA and not the portal to make this issue.