Jira Service Desk: Create an Issue vs: Raise a Request

Jira Service Desk Evaluator Resources

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Objective

How does 'Create an issue' differ from' Raise a request' in Jira Service Desk?

Environment

Server/Cloud

Procedure

  • The 'Create' button in your Jira menu bar creates a Jira issue, not necessarily a Jira Service Desk issue. To change Jira issues into Jira Service Desk issues, you need to manually select an Request Type for the field Customer Request Type.

  • To raise an issue as a Jira Service Desk issue, you need to use the Raise a Request option on the left-hand sidebar. Alternatively, the issue can come through your customer portal (recommended) or to a dedicated inbox over email, and this causes the issues to come in with a Request Type applied.

  • You can filter between different request channels by using the request-channel-type field (see more about the Request Channel Type field in our advanced searching - fields reference).

 





Last modified on Jun 11, 2018

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