Connect more than one Issue Type to the same Request Type

Question

I'm trying to add multiple Issue Types as options for the same Request Type, but it seems that the Request Type could only be connected to one Issue Type. Once I choose a different Issue Type for an issue, its original Request Type disappears and I can't choose it back, unless I change the Issue Type back to its original value.

Is there a way to implement that?

Zizo · Answer

Thanks! I will discuss that approach internally with the team.

Appreciate the support.

Jack Brickey · Answer

I do think you need to consider rethinking your approach. I would suggest the using Groups for your products. Here is an example where products are groups and request types are under the groups.

Product A (group 1)

* UI Enhancement (Issue type Feature)
* UI Issue (Issue type Bug)
* Can't log in (Issue type IT Help)

Product B (group 2)

* Suggest Improvement (Issue type Feature)
* Error message (Issue type Bug)
* General Question (Issue type IT Help)

Zizo · Answer

Yes, that makes sense, but probably wouldn't help in our use case unless we re-structure everything I guess or think of another way. We have multiple products which we are using as "request types", so the customer can choose the product when they open the request regardless of what the issue type is. Each of these request types (products) could have any of the issue types (FR, bug, etc...), which agents could change.

If I understood you correctly, it wouldn't work that way, would it?