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If i select Issue Type as Service request then i want to see only request types for Service request

Sreenadh_5t0th7

Hi,

If i select Issue Type as Service request then i want to see only request types for Service request.

for example:

If i select Issue Type : Service request

then i want to see Access request and Request Fulfillment.

i don't want to see all the things which are for Incident and problem and Change

Please find the attached screenshots for your reference.

Accepted answers

Alex Koxaras -Relational-

Hi @Sreenadh

A request type is bound (associated) with a specific issue type. When you select an issue type, then the first available request type using that issue type is selected. And from below you can see the rest of the request types. If you select a different request type, then the issue type will change (if that request type is using a different request type).

Currently, I don't think that there is a way to restrict what is going to be visible there.

All comments

Alex Koxaras -Relational-

Hi @Sreenadh

Currently, I don't think that there is a way to restrict what is going to be visible there.

Sreenadh_5t0th7

@Alex Koxaras -Relational-Thanks for your response but here my requirement is i want to implement 2 different workflows in Access request.

For example:

1. Issue type: Service request

Request Type: If i select Access Request : Workflow A has to execute ---- Access Request form fields would be there in the form

Request Type: If i select Request Fulfillment : Workflow B has to execute-----Request Fulfillment form fields would be there in the form

for 2 cases 2 different workflows needs to be execute and 2 different type of fields would be visible.

Is it possible in the Jira Service Management if yes, please suggest me the same.

Please find the attached screenshots for your reference.

Thanks,

Access request consists of :

Field1, Field2, Field3, Field4.....................

Request Fulfillment consists of :

Field01, Field02, Field03, Field04........................

here both the fields and workflows are different.

Please help me out on the same.

Thanks,

Alex Koxaras -Relational-

@Sreenadh your initial question was not about implementing two different workflows. Having said that, I'll move on on answering your second question:

i want to implement 2 different workflows in Access request.

For example:

1. Issue type: Service request

Request Type: If i select Access Request : Workflow A has to execute ---- Access Request form fields would be there in the form

Request Type: If i select Request Fulfillment : Workflow B has to execute-----Request Fulfillment form fields would be there in the form

for 2 cases 2 different workflows needs to be execute and 2 different type of fields would be visible.

Issue types are associated with only one workflow. Therefore, you can't have the service request type following two different workflows per se, depending on what the request type will be. What you could do though is to create a single workflow, while separating the two request types with transition conditions inside this workflow.

E.g. one of my clients wanted for different two request types, one share workflow:

same workflow different RQs.png

In the above image, the left side was for bugs, whereas the right side was for sales. Both of these request types, after a point were following the same workflow (In progress, Testing, Etc)

Sreenadh_5t0th7

@Alex Koxaras -Relational-

Thanks for your response as i understood that

1. In single Issue Type (Service request)

we can't able to add 2 different workflows for 2 different Request Types(Access request, Request Fulfillment ).

Kindly confirm my above question is correct ?>

2. If we want to achieve the same functionality please provide me how to do the same that would be really helpful to me ?

Thanks,

Alex Koxaras -Relational-

@Sreenadh yes you are correct. You can't have two workflows assigned to one issue type.

Concerning the 2nd part, you have to use conditions inside your workflow's transitions: Read more about conditions here:

Unfortunately there isn't a single recipe to tell you on how to create a custom workflow. This depends on your business requirements and what happens ok every status and transitions of your workflow. In order to distinguish a separate path for an issue into following a different workflow path, you have to add to the correct transitions a condition that must be met:

E.g. "customer request" = bug

"Customer request" = incident etc

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