Request Type not updating when issue is moved to a new project

[Meg Holbrook]

Hey all,

I've been banging my head against this automation all day, hoping someone with a big brain can help me.

To summarize my use case:

I have JSD issues that need to be moved semi-frequently between two internal service desk projects.

The goal is to move an issue cross-project and automate the selection of the request type.

The issue thus far:

I've programmed the stock JSD automation tool to listen for the created issue post function event in each help desk workflow to trigger an update to the request type. The automation rule and post functions are identical in each project. 

The issues, on initial creation, are appropriately applying the request type associated with the project's issue type. 

When I move an issue from Desk A to Desk B - the request type is not being updated, and results in a 'no match' message. The issue type is correct.

When creating an issue in Desk B, and moving to Desk A - the same issue occurs. No updates are made, and the request field is blank. 

Other things I've tried:

Set a post function event on both create transitions to set the request type - didn't work

Tried automating a comment after the transition that would kick off the request type update - didn't work

Please provide your sage wisdom. I'm leaving for the day, but will check back as early as possible to shower you with more information and gratitude. Thanks!

[Angélica Luz]

Hi Meg,

When an issue is moved from a project to another, even though the workflow, status and issue type matches, the request type will not be set automatically.
On automation, there are no triggers for "Issue moved" and that would be a good option, but the best option would be the ability to set the request type when we are moving the ticket, the same as the issue type, that's why we've created a feature request suggesting this:
- https://jira.atlassian.com/browse/JSDCLOUD-3613
Also, I've checked the add-on Automation for Jira, but as our API does not allow the changing of a request type, it would not be possible to use a workaround using this add-on.

Regards,
Angélica

[Meg Holbrook]

Hi @Angélica Luz - thank you for the response. How would you recommend that I trigger the update to the request type if there is not a way to update on the move? 

[Meg Holbrook]

I'd also have a bit more hope in this if there had been any movement on the ticket you linked, but it will be three years old in March :(

[Angélica Luz]

Hi Meg,

For now, there are no workarounds for this. After moving the ticket to another project it's necessary to open one by one and change it manually.
We also have a feature request suggesting the implementation of a "Bulk update request type":
- https://jira.atlassian.com/browse/JSDCLOUD-574

Regards,
Angélica