Request Type Groups is not updated in Task issue type

[Orly Dahan]

Hi All,

I defined a portal with several 'Request Type' and 'Request Type Groups'.

I have noticed that when I assigned a Task issue type for one of the Request Types, the 'Request Type Groups' is not updated automatically (as opposed to "Service Request" Type).

Please explain why the Task issue type is not automatically updated with the 'Request Type Groups'

[Walter Buggenhout · Accepted solution]

I am not entirely sure if I understand your question correctly, but request type groups are not linked to issue types, they are linked to request types. To explain the relationship in short:

• Issue types are (literally) the types of issues you can create in a project. They determine what workflow is being used, what screens can be used to create/edit/view information, ...
• request types are the requests a customer can raise through the customer portal. They must be linked to an issue type. In a service management project, multiple request types can be associated with the same issue type, but not the other way around.
• Portal groups are only relevant to group request types in the customer portal, to offer a logical way for customers to find a set of things they can ask/report that have something in common.

As you can have multiple request types sharing the same issue type, request with the same issue type can be in multiple portal groups. Because of that, issue types can not be associated with a portal group. Every request type must be associated with a group manually.

When you create a new request type, after giving it a name, you should be asked to select the portal group(s) you want to assign it to in the second step of the creation:

For already existing request types, you can edit its group by clicking the ... next to the request type's details in the list of your project's request types. Selecting Edit under Portal groups in the popup menu displays the same dialog.

Hope this helps!

[Orly Dahan]

Hi Walter,

Thank you

This is exactly what I did, but for some reason, when creating a new request from the portal, the field 'Request Type Groups' is not assigned for a few request types.

For example, "Kibana" is under "Software/System/OS" see PIC1.png

When creating a new portal request, the field 'Request Type Groups' is empty see PIC2.png.

Do you know why?

[Orly Dahan]

We found the solution.

Add the field "Request Type Groups" to the request form as Hidden and set a default value:

[Orly Dahan]

I have noticed that this also happened "Service Request" Type.

For some reason, a few issue types are assigned to a portal group' but when creating a new request, the portal group is not saved. 

Please explain why and how to change it