Incident Transitions coming as empty

Nathan Scott_fdiglv

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Not working.

Issue Type: Incident

URI: /rest/servicedeskapi/request/10010/transition

Return:

{'size': 0, 'start': 0, 'limit': 50, 'isLastPage': True, '_links': {'self': 'https://mydomain.atlassian.net/rest/servicedeskapi/request/16586/transition', 'base': 'https://mydomain.atlassian.net', 'context': ''}, 'values': []}

 

It returns empty for all Incidents.

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Works:

Issue Type: Service Request

/rest/servicedeskapi/request/10010/transition

{'size': 3, 'start': 0, 'limit': 50, 'isLastPage': True, '_links': {'self': 'https://mydomain.atlassian.net/rest/servicedeskapi/request/10010/transition', 'base': 'https://mydomain.atlassian.net', 'context': ''}, 'values': [{'id': '921', 'name': 'Escalate'}, {'id': '761', 'name': 'Resolve this issue'}, {'id': '901', 'name': 'Cancel request'}]}

 

I want Transitions for "Incident" just like Service Requests. This help move an incident and integrate with our application.

Petter Gonçalves

Hello @Nathan Scott

Welcome to the Atlassian Community!

The REST API that you are running above does not return the transitions of a specific issue type, but the transitions of a Request type. By default, "incidents" is related to an issue type. Can you confirm if that's the case?

You can check the difference between both in the link below:

Jira Service Desk: Issues vs. Requests

If my assumption above is correct, I believe the error above is happening because the issue ID that you are referring in the call is related to an issue that does was created internally and does not have a request mapped, as the one in the screenshot below:

 

Can you confirm if that's the case? Can you try to map it with a Request type and check if the REST API call works for you?

Let us know if you have any questions.