Why does the Issue Type field change to Request type?

Question

When creating a ticket, the Issue Type field appears for both our internal team, and our external portal users to choose.  Once the ticket has been created however, the details for this field appear under Request Type.  Is there a setting that we need to update to ensure the same title appears on this field in both situations?

Nic Brough -Adaptavist- · Answer

When you create a request, the type is mapped to an issue type, so the customer is effectively selecting the issue type by their choice of request type.

As a customer commits their request, Jira extracts all the mapped fields for creating the issue with, and then creates it, with the issue type given in the request type mapping.

So, to make this work properly, remove the issue type from the request screen.  Your customers should not be selecting the issue type - that's chosen by your team and how they've set up their project.

Paul Wiggers · Answer

Hello @seelye.naomi !

Could you provide some screenshots to show what is happening and what you would expect to happen?

Pictures help me understand the problem better and hopefully I can give you an answer that actually makes sense.

Thanks in advance!