request type doesn't copy over when moving tickets from one Service Desk project to another

Question

When we move tickets from one Service Desk project to another the end users have to select a request type, which is a pain. The values don't just copy over from project to project. Is there a way to fix this or is it an existing bug we're waiting to get fixed?

Inbar Levi_pyds1i · Answer

@Petter Gonçalves  I created a clone of a service management project with the same issue types and the same customer requests type names.

Why I can't retain the old request type value when moving to the other cloned project? (Cloud version)

Petter Gonçalves · Answer

Hello @JJ

Thank you for reaching out.

Indeed, it is expected that you must select a new request type when moving an issue from one project to another. Please, allow me to provide you with more context about this:

Request types are basically used to allow your customers to see the issue in the customer portal and properly differentiate the type of request. They are mapped to issue types, however, each project has its own mapping.

Giving you a practical example:

* Let's suppose you have a request type A mapped to issue type A in project A
* In project B, this same request type (A) is mapped to Issue type B.
* If you move your issue from project A to B, it will not be possible to automatically copy the request types when moving the issue since there is no mapping with the current issue type.
* Going deeper on that, it is possible that a single issue type is mapped for multiple request types, so there is no way to know what new request type should be selected

We agree with you that the request type could be automatically set based on the issue type selected for the issue with a pre-determined request type, so we created the following feature request to improve the move client:

Update Request Type automatically when the issue is moved to a different project or different workflow

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

As a workaround, you can create an automation rule (Under project settings > Automation) to properly set the request type of new issues transitioned/moved, like the one below:

Let us know if you have any questions.