Agent issue creation - restrict Request Types menu to Issue Type

Question

If an agent selects an issue type of "Incident", why are they presented with the full catalog of Request Types to choose from, when there are only 2 RTs of Incident Issue Type?

How do I restrict the options of RTs to choose from based on their initial selection of Issue Type?

Walter Buggenhout · Answer

Hi @Jeanne Schock,

JSM originally used to be a plugin on top of Jira (Software),  where request types were introduced as additional, user friendly forms to support portal access only. Customers should be able to create issues without having to read a manual first, so all the unnecessary fields and context for regular issue types were stripped.

Unfortunately, when you create issues from the create button as an agent, you must select both issue type AND request type to make sure your customer can access a request from the portal. On top of that, configuring screens requires you to look at issue screens, issue lay-outs AND request type forms which may all have different settings. And, obviously, potential differences. After the acquisition of Proforma, even new (and powerful) ways to configure screens have come to the picture, but are lacking integration capabilities.

During a more recent change, the JSM cloud team has embarked on a mission to try and simplify things. It is a gradual process of which the current situation is an intermediate stage. You can read more about that in this community post where you can find a link to share your feedback.

In an attempt to help, while the list of request types does indeed contain Request Types not linked to the selected issue type, it will show the matching types at the top of the list and the other ones below a separator line. Also, when you select a different request type, the issue type field is updated accordingly so you won't be able to make an inconsistent selection.

Hope this helps!

Benjamin_tmh9yg · Answer

Hi @Jeanne Schock ,

I haven't seen that option. Could just select the request type through the portal or there' a work around with selecting just issue type.

Here's a similar post on this topic:

https://community.atlassian.com/t5/Jira-Service-Management/Can-I-restrict-the-Type-dropdown-in-the-Create-Issue-screen-to/qaq-p/1280107

Hope it helps.

-Ben