Mass Edit Request Type

Brian Oconnell_48542z

I recently discovered that issues created by email populate the "Request Type" while those entered in Jira do not.  Never noticed that this means some customers get notifications while others don't.

Now need to backfill the missing "Request Type" on 600 issues, but "Request Type" is not an option when mass editing fields.

 

How can I mass populate?

Petter Gonçalves

Hello @Brian Oconnell

Thank you for reaching out.

Actually, any Jira issues created using the internal interface of Jira (Agent view) are not added with the request type, while it gets properly added if you create using the Customer view (Portal or e-mail channels). We have a feature request to improve this behavior here:

Customer Request Type not visible on edit and create screen 

That being said, to avoid the creation of new issues without request types, we suggest you implement one of the steps below:

1. Instruct your agents to create new issues using the "Raise a Request" button instead of the internal interface in your Service Desk:
   
2. Create an automation rule (Under project settings > Automation) to automatically set the related request type when the issue is created by an Agent:
    
   P.S: Request types are related to issue types under Project settings > Request types. That being said, you will have to use conditions to add the correct request type for each issue type the agent can select in the automation rule.

Now, to bulk update all the existing issues you have with no request types, I suggest you the following steps:

1. Create a new "dumb status" in your workflow and select the option to allow any statuses to be transitioned to this one. Also, create a transition to move the issues back to any "correct" status of your workflow.
2. Create a new automation rule that will be triggered when the issues are transitioned to the dumb status you created and will update the issue with the correct Request type, similar to the one suggested before.
3. Create a single filter for each issue type you have in your project, returning all the issues that do not have request types:

   project = yourproject and issuetype = Task and "Request Type" is empty
   
   project = yourproject and issuetype = bug and "Request Type" is empty

4. Bulk transition the issues of your filters to the dumb status you created and back to the old status you have. This will trigger the automation rule and properly set the correct request type for it.

We completely understand this workaround is cumbersome and will probably cause your issues to change their status to a different one they were added before, that's why we have the following feature request to allow the changing of request types in bulk:

Bulk Update Request Type Configuration 

Feel free to vote and watch the suggestion to increase its priority and also receive notifications about any updates.

Let us know if you have any questions.