Request type field behaviour

Sofia Quintero

Hello

I cant undertand the behaviour of request type field in the following situation:
Sometimes agents change the issue type of a ticket in a serivce management project, by moving it to same project with a differnt issuetype (most of caeses with different workflows). So, when i check on the issue view the request type field is empty, as is expectly. But when i check by JQL, the field isn´t empty and i can view the requet type of the old issuetype.

Example:
I have an issue, issuetype = service requet, and it has asociated the consult request type.

I edited the the issuetype field of the issue to Change(issuetype).

After that, on issue view i can see the request type field empty.

But checking by JQL the field still shows the Consult request type

Guilhem Dupuy

Hello @Sofia Quintero ,

This is because in JSM projects, a request type is associated to an issue type.

Hence for a given issue type, you have a list of one or several available "request type" options, which is different for every issue type.

When you change the issue type of your issue, the "request type" field is not deleted or edited, that's why you still see it in the JQL search. However, from the issue view, you don't see any value for the "request type" field because the current value is not one which is existing/allowed for the new "issue type" of the issue.

Let me know if it helps,

Guilhem