How I can change the request type or an approach to do it?

Question

Hi, i'm developing a external solution using Jira Service Desk Cloud API and i need to bring the posibility of change the request type. I have read in the JSD docs that is not possible and i try the approach of create new issue types and request type for each request type that i'll manage but when i change the issue type, the request type in the request detail becomes blank.

Can you give any help to achieve that funcionality?

Thank you very much.

David KLIMAS · Answer

Hi, i am facing a similar issue. I use API to change some tickets from ServiceRequest to ServiceRequestWithApproval based on criterias related to the requester.

In a first step, i perform a transition of the issue type (from ServiceRequest to Service Request with Approval) but this does generate issues with the Request Type as it does not follow the standard workflow anymore. To fix this, i created a second Request Type with its own workflow and i would like to change the request type of the ticket for which I have changed the issue type.

Any suggestion on how to address this ?

error: "Field 'customfield_10010' cannot be set. It is not on the appropriate screen, or unknown."

Earl McCutcheon · Answer

Hello @Eduardo ,

Currently in the API, and as you noted from reading the doc's, it is not possible to change a request type after the issue is created.  there is only an option to set the request type on creation via the API as covered here:

* How to set Request Type when creating an issue via REST API using /rest/api/2/issue endpoint

This is something we are tracking interest in implementing at the following Feature request, please make sure to add your vote as covered int he Implementation of New Features Policy.

* https://jira.atlassian.com/browse/JSDCLOUD-4609

I do not have a full working example, but there is a note in the comments of the feature request mentioning a possible workaround with the use of a Service Desk Automation  rules to "Edit Request type" based on various events, and conditions, that you could then use in app and possibly in a way that could be triggered by an alternate API update, such as having a Status changed Event for the automation, with a condition of status = a special automation related status change, and a then response edit request type

Then using a transition issue API call should also trigger the automation from the status change initiation, via:

* POST /rest/api/3/issue/{issueIdOrKey}/transitions

So using this process you would just need to set up a different automation and custom status combo for the desired request type change logic.

Regards,
Earl