If i select Issue Type as Service request then i want to see only request types for Service request

[Sreenadh]

Hi,

If i select Issue Type as Service request then i want to see only request types for Service request.

for example:

If i select Issue Type : Service request

then i want to see Access request and Request Fulfillment.

i don't want to see all the things which are for Incident and problem and Change

Please find the attached screenshots for your reference.

[Alex Koxaras -Relational- · Accepted solution]

Hi @Sreenadh 

A request type is bound (associated) with a specific issue type. When you select an issue type, then the first available request type using that issue type is selected. And from below you can see the rest of the request types. If you select a different request type, then the issue type will change (if that request type is using a different request type).

Currently, I don't think that there is a way to restrict what is going to be visible there.

[Alex Koxaras -Relational-]

@Sreenadh your initial question was not about implementing two different workflows. Having said that, I'll move on on answering your second question:

 i want to implement 2 different workflows in Access request.

For example:

1. Issue type: Service request

Request Type: If i select Access Request : Workflow A has to execute ---- Access Request form fields would be there in the form

Request Type: If i select Request Fulfillment : Workflow B has to execute-----Request Fulfillment form fields would be there in the form

for 2 cases 2 different workflows needs to be execute and 2 different type of fields would be visible.

Issue types are associated with only one workflow. Therefore, you can't have the service request type following two different workflows per se, depending on what the request type will be. What you could do though is to create a single workflow, while separating the two request types with transition conditions inside this workflow.

E.g. one of my clients wanted for different two request types, one share workflow:

In the above image, the left side was for bugs, whereas the right side was for sales. Both of these request types, after a point were following the same workflow (In progress, Testing, Etc)

[Sreenadh]

@Alex Koxaras -Relational- 

Thanks for your response as i understood that

1. In single Issue Type (Service request)

we can't able to add 2 different workflows for 2 different Request Types(Access request, Request Fulfillment ).

Kindly confirm my above question is correct ?>

2. If we want to achieve the same functionality please provide me how to do the same that would be really helpful to me ?

Thanks,

[Alex Koxaras -Relational-]

@Sreenadh yes you are correct. You can't have two workflows assigned to one issue type.

Concerning the 2nd part, you have to use conditions inside your workflow's transitions: Read more about conditions here:

• https://support.atlassian.com/jira-cloud-administration/docs/work-with-issue-workflows/
• https://support.atlassian.com/jira-cloud-administration/docs/configure-advanced-issue-workflows/

Unfortunately there isn't a single recipe to tell you on how to create a custom workflow. This depends on your business requirements and what happens ok every status and transitions of your workflow. In order to distinguish a separate path for an issue into following a different workflow path, you have to add to the correct transitions a condition that must be met:

E.g. "customer request" = bug

Or

"Customer request" = incident etc 

[Sreenadh]

@Alex Koxaras -Relational-Thanks for your response..!!

Yes i can understood the same.

1. But here my Question is if I select Issue Type: Service Request and Request Type: Access Request then submit the request ---then Access Request workflow needs to be Execute.

2. If i select Issue Type: Service Request and Request Type: Request Fulfillment then submit the request----then Request Fulfillment workflow needs to be execute.

In both the cases workflows are different and form fields are also different and it will not going to be happen at a time.

both the cases are different hope you are able to understood my question.

Thanks,

[Alex Koxaras -Relational-]

Yes, I understand what you are saying, but the thing you say, can't be done on Jira.

One workflow per issue type.

Multiple request types per issue type.

The above statements are true. BUT you CAN'T have simultaneously both your business requirements. You can only have one:

• Issue Type: Service Request (workflow Access Request) and Request Type: Access Request ✔️
• Issue Type: Service Request (workflow Request Fulfillment) and Request Type: Access Request ❌

What you can have, if my previous solution doesn't satisfy your needs, is:

• Issue Type: Service Request (workflow Access Request) and Request Type: Access Request ✔️
• Issue Type: Fulfillment Request (workflow Request Fulfillment) and Request Type: Access Request ✔️

[Sreenadh]

Hi @Alex Koxaras -Relational- Thanks for the information which is shared.

It would be really helpful to me.

Thanks,

[Sreenadh]

@Alex Koxaras -Relational-Thanks for your response but here my requirement is i want to implement 2 different workflows in Access request.

For example:

1. Issue type: Service request

Request Type: If i select Access Request : Workflow A has to execute ---- Access Request form fields would be there in the form

Request Type: If i select Request Fulfillment : Workflow B has to execute-----Request Fulfillment form fields would be there in the form

for 2 cases 2 different workflows needs to be execute and 2 different type of fields would be visible.

Is it possible in the Jira Service Management if yes, please suggest me the same.

Please find the attached screenshots for your reference.

Thanks,

Access request consists of :

Field1, Field2, Field3, Field4.....................

Request Fulfillment consists of :

Field01, Field02, Field03, Field04........................

here both the fields and workflows are different.

Please help me out on the same.

Thanks,