Graziano,
Are you cloning the ticket from one project into another? In other words, the original request comes into one service desk project/portal and you would like the clone to land into another portal?
If so, you need to make sure to look at your Issue type scheme and make sure the same issue type is in both portals. In other words if the issue type should be the same but it does not exist in the portal where the clone will live, then Jira can’t find it when it creates the clone. I believe the same is true for the Request type, it needs to live in both projects. Sounds basic but this happened to me a while back. This might solve the problem. However...
If all is well with your issue types and request type and its still not working, then I would try an automation rule to force the customer request type to populate once the clone comes in. Something like this:
Go to the project/portal where the clone will live. Use the left nav bar to get to “Project Settings” (the dark blue nav bar not the gray one). Then look for Automation. Click on that.
Click Add Rule in the upper right.
Click Custom Rule at the very top. (under the words “New automation rule” )
OK, here you may have to do some trial and error experimentation.
When this happens…
select “Issue created”
(Now you need to Add a condition)
If these match…
issuetype = “/whatever the issue type is you are using/” AND “Customer Request Type” is Empty AND Summary ~ CLONE
Then do this…
Edit request type name to “/whatever you need it to be/”
Then name your new Automation rule and save it.
Note this is unique to the project where it lives. It won’t affect other projects.
You will really need to test this carefully to make sure it only changes the request types of cloned issues. You need to be careful that this does not accidentally start changing issue types of the wrong issues.
Let me know if this helps.
Joe
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