Request form and agent view configuration when moving issue

Question

Hi all,

We have a service desk project where we don't use a portal, the issues form via API from a mobile app.

The issues all come in as the same default issue type, and then we have a customer service representative who changes the issue type to the correct one via the "Move Issue" option (is there an easier way to do this?)

Then each issue type has its own workflow etc.

Our issue now is that once we move the issue to a new issue type, the request type becomes "None" and therefore the request form no longer shows on the agent view, and neither does all the request information.

We also have no way to configure the agent view screen at all, since there is no request type..

Is there any way to configure the screen (and bring back the request form info) WITHOUT having the representative manually select a request type? Or more specifically, can we configure the issue view screens based on ISSUE TYPE instead of REQUEST TYPE, even though we are a service desk project?

Thank you!

Angélica Luz · Answer

Hi @atarab,

Yes, that’s correct.

The automation, currently, doesn’t have the option to change the request type so while this feature is not implemented, it will be necessary to manually change the request type after changing the issue type.

atarab · Answer

Hi @Angélica Luz ,

Thank you for your reply.

If I am understanding correctly, you are saying that there is no way to do what we are looking for? Meaning, once the issue type of an issue is switched the only way to control the configuration of the screen is if a request type is manually added?

Thank you,

Atarfa

Angélica Luz · Answer

Hello @atarab,

Thank you for reaching out to Atlassian Community!

Your teammate Noa raise a similar question last week and I shared what would be the best option for this case:

configure agent view

If you have any other questions regarding this matter, you can let us know here or on the other thread.

Kind regards,
Angélica