How to manually update Request Type in JIRA SD?

[Robert Levine]

When a ticket gets raised for my JIRA SD queue through our customer portal, it updates the ticket with the "request type" (which displays the menu item that the user selected).  However, if some raises a request into my queue via email, I'd like to be able to update the request type for that ticket manually to assign it to one of those same "request types" that would have been selected through the portal.

This will allow for me to be able to track and perform reporting on my tickets more easily, instead of having to track non-customer portal requests separately.

[Robert Levine]

Delete.

[Jack Brickey]

you can do this but the available request types will map to the issue type. So you likely will want to first change the Issue type (depending on your configuration) and then the request type. If this task is rather static/consistent you can consider using Automation to change it any time an email issue is raised.

[Robert Levine]

Right now I'm using Request Type to track the high-level description of the request coming in - (ie, Billing Question, Sales Questions, etc)

I'm using issue type to track whether the ticket is an: Incident, Request, New Feature, etc

I'm using Component to track what type of Billing or Sales question...

So, in your suggestion, are you saying that I'd have to create "issue types" to match each of my Request Types?  Once I saved the ticket and updated the Request Type to the Issue Type, could I then re-update the Issue type to what I'm originally intending the Issue type to be used for?

[Robert Levine]

FYI - The Request Type will be one of 8 choices depending on the type of query being raised, so it would be hard to automate.

[Robert Levine]

Also, the only fields I have available to Edit are attached... none are Request Type (or Customer Request Type)

[Jack Brickey]

no. i'm simply saying that if you were to say want the Request type to be "Billing Question" then the associated Issue type needs to support that. When you set up request types for the project you have to select the issue type. here is an hypothetical example.

your agent open a new issue of type Incident and they try to set the Request type to Billing but it doesn't show in the list of request types. This is because Billing is associated with "Request" Issuetype. So the agent changes the Issuetype to Request and then they choose Billing under Request type.

hope this makes sense.