Versions Compared

Old Version 10

changes.mady.by.user Iryna Ihnatiuk

Saved on

compared with

New Version 11

changes.mady.by.user Derya Özdemir

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.
Panel
panelIconIdatlassian-info
panelIcon:info:
panelIconText:info:
bgColor#F4F5F7

This page is about Chat for JSM Cloud. Using Server or Data Center? Click here.

Request Types

A request type in Jira Service Management defines the kind of support a customer needs. It helps categorize incoming requests, ensuring they are directed to the right team and handled with appropriate workflows. For example, a chat request might have request types like "Technical Issue," "Billing Inquiry," or "Account Update."

How to Set the Request Type for Chat Tickets

For team-managed service projects:

You can now customize the default request type used for chat tickets. To configure this:

  1. Open the project and click Project Settings > Chat

Settings

  1. for JSM.

  2. Select General Settings.

  3. Locate the "Request Type" section and choose your preferred request type.

    Screen Shot 2024-02-29 at 00.08.34.pngImage Modified

On this page:

Table of Contents
minLevel1
maxLevel6
outlinefalse
styledefault
typelist
printabletrue

For company-managed projects:

Currently, changing the request type for chat tickets is not possible within the Chat for JSM Cloud app. However, you can still modify the request type and issue type directly in your Jira settings.

image-20240228-211011.png
Screen Shot 2024-02-29 at 00.10.40.png

Request Labels

Chat for JSM sets the default label created-from-chat on all chat issues, but you can change it to any other value. This label is applied to all requests created by customers using the Chat Widget.

You can use this label in Jira filters and JSM queues to search for all issues created by Chat for JSM.

image-20240216-102653.png

Before You Begin

How to Configure the Request Label for Queues

  1. Open the project and click Project Settings > Chat Settings.

  2. Select General Settings.

  3. Change the label, making sure you’re using short dashes to separate words.

    image-20240216-101926.png

  4. Click Save.

Info

Keep in mind that, when you change the default label, all new chat issues will have the new label instead of the old one. This means that queue definitions that use the “old” labels will not show the new issues.