Based on the value selected by the customer request type should be created as either Incident/ SR

[Kavya Janiwarad]

Hi Community,

Is there a mechanism or process which allows us to have one request type to receive details from customers on the portal and provide a field or components with values such as 'Incident' and 'Service Request', based on the value selected the details provided by the customer should be created as either Incident or SR based on value"

[Alex Koxaras -Relational- · Accepted solution]

Hi @Kavya Janiwarad and welcome to the community!

Yes you can do that, but you have to follow some steps:

• You have to have a "general" request type associated with an X issue type.
• In this request type your customer will fill up all necessary fields, and will choose a selection from that specific field.
• Having done that you can either:
  • Create a jira automation to change its issue type to Y or Z (depends if you have different workflows for the Incident and Service Request request types), and consequently set the appropriate request type based on the value of that specific field, OR
  • You can do the above automation within the workflow of the "general" request type, using post function. For this solution, you will probably need an app like JMWE to achieve this

Let me know if that helps.

[Kavya Janiwarad]

Hi @Alex Koxaras -Relational- 

Thanks for your reply!!

Can you please tell me steps on how to achieve through automation?

[Alex Koxaras -Relational-]

Try something like the following, if your request types follow the same issue type:

Otherwise, edit the issue type prior of changing the request type.