For new associated tickets, add the type of request

[Kevin Vancrutsen]

Hello, I would like to create a rule which allows new tickets created from a ticket to be added to the request type. I tried to do it but couldn't. Can you help me please ?

[Nikola Perisic]

Hello @Kevin Vancrutsen 

Can you elaborate more on this? When you are creating a ticket, either from the portal or from the agent view, it will be created based on the request that was chosen. This is the default behavior. Each request type is also tied with an issue type.

[Kevin Vancrutsen]

It's from the agent view. When you create linked issue, you can't see the request type field. If you proceed the creation of ticket, the field is empty. I want a rule to set the de request type automatically when a issue is created like that

[Nikola Perisic]

Work items are not meant to work in that way. Work item links are based on the inward and outward linking descriptions.

Work items are not the same as Request types. Rather request types are dependant on the work items.

[Marc - Devoteam]

HI @Kevin Vancrutsen 

@Nikola Perisic is right here.

Then you could create an automation after this action.

That fires on work item creation and and set condition that apply, based on link type and then use the set Request Type action.

[Kevin Vancrutsen]

Hello, does anyone have any ideas to help me find a solution to this problem, please?

[Kevin Vancrutsen]

Well, thanks for ur reply. I will clarify my request. When one of our agents processes a ticket, we may need to create a child ticket, and we use the “create linked issue” feature, which automatically links the two tickets together. When creating the child ticket, the window does not allow you to choose the request type for the selected ticket type (we have ticket types such as incident, service request, change, etc.).
I am happy to automate this task, but I want it to be used specifically and only for this case. That is why I am looking for the most suitable trigger.

[Nikola Perisic]

Hello @Kevin Vancrutsen 

From all of the replies that the other community members have written, it seems that none of them are suiting your needs. To clarify, when you want to add a child work item, and creating a linked work item, you don't have the option to choose the request type. The feature itself wasn't planned to work like that. 

[Kevin Vancrutsen]

Hello,

If this is not intended to work this way, then I don't understand the purpose of this feature.

Even if it's not intended to work that way, isn't it possible to create an automation rule that says:

When a ticket is created by the “create linked issue” feature, modify the request type with a condition if ticket type = “incident” then add request type “X”, if ticket type = ‘change’ then add request type “Y.”

I hope this message helps you better understand :)

[Nikola Perisic]

@Kevin Vancrutsen 

I do understand :) Have you checked @Pedro Olmo answer?

[Pedro Olmo]

Hello @Kevin Vancrutsen  @Nikola Perisic ,

I’m adding an automation so that when you link a new ticket in my example with the link type Duplicate, if the issue type is either Incident or Task, the request type is automatically updated.

Let me know if it works for you or if you need anything else.

Regards

[Kevin Vancrutsen]

Hello @Pedro Olmo Thanks for reply.

I test it but it's not working : 

Here is the log : 



I have a ticket "test" DSI-21963 and when creating a linked issued : 

Open the nex ticket "test 3" and request type still empty : 


Is there something I'm missing?

[Pedro Olmo]

Hello @Kevin Vancrutsen ,

Notice in the log that it is editing ticket DSI-21963, which is your source ticket. From there, you create DSI-22214 and link it back to DSI-21963 in your creation screen. Please review the automation trigger to ensure that it only fires when the link type is "Lié"

Regards.

[Duc Thang TRAN]

Bonjour @Kevin Vancrutsen 

Ton automatisation se déclenche lorsqu’un utilisateur de ton projet crée un ticket via la fonctionnalité Linked issue.

Si le besoin est de mapper ce ticket avec un Request type de Jira Service Management :

• Tu n’as pas besoin de créer une branche sinon ca va faire les actions sur le ticket du branche et pas ce ticket 

• je suggere d' ajouter une condition pour vérifier si le ticket possède un lien de type (afin de cibler uniquement les créations issues de cette action).

• Ensuite, ajoute action Edit request type  et lui attribuer le Request type de ton projet.

⚠️ Assure-toi que le type de ticket correspond bien au Request type, sinon l’automatisation renverra une erreur.

Voici un exemple 

[Pedro Olmo]

Hello  @Kevin Vancrutsen ,

Here I need a bit more information to understand whether, when you create a ticket, you would like to generate other linked tickets, or if instead you need to create subtasks under the main task you are creating.

Regards

[Pedro Olmo]

Hello @Kevin Vancrutsen ,

You need to use this automation rule. First, use the action Create work item with a request type, and then link it to the most recent work item.

Regards

[Nikola Perisic]

Hi @Pedro Olmo 

Is the request type will be shown on the linked work item. Not the work item itself, rather the request type?