Validator to check the value of Request Type field

[Simon Bell]

Hi all

When email requests come in, the Request Type = Email. Our Service Desk Agents don't always change this, so I need a way to ensure that the Status can't move beyond 'Triage' when the request type = Email.

I tried doing this via a Regular Expression Check Validator, but the field list doesn't give me the option to add a Validator to the Request Type field.

To add, I can't simply use the 'Field has been modified' validator as other request types come in via the Customer Portal, which use the same Issue Type and Workflow, and the request type field doesn't need to be changed for these.

Could anyone advise? Thanks

[Mark Segall · Accepted solution]

Hi Simon,

I did some digging and it appears that you need the ID of the request type.  I found this helpful answer provided by the Atlassian Team on a similar question:

https://community.atlassian.com/t5/Jira-Service-Management/Using-Customer-Request-Type-in-a-Workflow-Condition/qaq-p/709177

[Simon Bell]

Hi @Mark Segall - this has worked perfectly, thank you very much for your help!

[Mark Segall]

Hi @Simon Bell and welcome to the community.  Rather than a validator, I would recommend a condition on your transition from triage.  This would accomplish the same thing without having to figure out regex.  Here's how I configured in a test environment:

This would not show the transition availability in the status until they change the request type.

[Simon Bell]

Hi @Mark Segall and thanks - yes I'm new around here. Thanks also for your advice - I've tried the above as per the image below but it's still allowing me to move tickets on, when the Request Type = Email Request.

I have double checked the spelling of the Value matches the Request Type exactly I.e. Email Request, that the workflow is published and that the condition is applied to the correct transition - any thoughts?

[Mark Segall]

Perhaps try quotes around Email Request?

"Email Request"

If that doesn't work, I can try setting something up in my test environment later today. 

[Simon Bell]

Hi @Mark Segall no joy I'm afraid = I tried with both "Email Request" and 'Email Request'. I'm logging off now until 08:30 GMT - it would be great if you have a chance to try it out at your end, thanks.