How to move the issuetype from Request to Incident

[Administrador TIC]

Hello Atlassian team 👋🏻

Please, I am asking for help. Currently all the requests that are arriving to me from the services portal, are being created as petitions, but there is a field "List type" that indicates me if they are incidents. So, please, what I need is to move or change the "issue type" though a "automation", move it from Petition to Incident automatically, verifying that the "List Type" field keeps the incident value.

[Joseph Chung Yin · Accepted solution]

@Administrador TIC -

Welcome to the community.  In JSM, here are a few things that you need to look into first -

1) For the REQUEST TYPE setup, what is the issue type that it is associated to.  Example - If your REQUEST TYPE is setup based on the "Peticion" issue type, then it will continue to be associated to that issue type.  So if those request submissions in the portal UI needs to be set to Incident, then you should change your REQUEST TYPE configuration to point to the "Incident" issue type.

2) Before you establish the automation to change the issue type of a request from one to another issue type, you will need to make sure that the screen fields used for a given issue type are the same as the other issue type.  Otherwise, you may loose the issue data after the issue type conversion.

3) Along with pont #2, you need to also check the WF used to ensure the two issue types are using the same WF setup.  Otherwise you will need to conduct WF status mappings.

Once you addressed the three points above, then you can use Automation for Jira and create automation rule to change the issue type.  Here are the links regarding to automation rules -

Jira Cloud automation | Cloud automation Cloud | Atlassian Support

What are smart values? | Cloud automation Cloud | Atlassian Support

Example of a rule (see below), it will trigger at issue created event and then perform an action (edit issue) to change the issue type -

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Mikael Sandberg]

Hi @Administrador TIC,

Welcome to Atlassian Community!

Automation cannot change the issue type, it can only change the request type. So you would have to make a new incident request type that is using the petition issue type in order to do this. 

[Mikael Sandberg]

I believe scriptrunner can change the issue type, I know that it has that function in Data Center.