Adding or removing custom request channels in Jira Service Management

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Platform Notice: Server and Data Center Only - This article only applies to Atlassian products on the server and data center platforms.





Purpose

Jira Service Management has a number of in-built request channels, such as "Portal", "Email", "Jira" or "API" that gets assigned automatically to a ticket depending on the way it is created in the system. This list is managed internally by Jira, and it is not possible to customize it or add/remove additional channels (such as "Phone" or "Walk-in", for example, which is a common requirement in many support organization).

Solution

The best approach in case there is a requirement to manage own request channels is to add a custom field to represent a custom request channel, which can be automatically set by workflows or manually set by an agent creating a ticket.





Last modified on Nov 23, 2020

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