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How to setup default Service Desk request types?

Kevin Ramm1

We're about to migrate from Redmine to JIRA and I have about 50 projects that require a Service Desk. Is it possible to make a default "Request Types" that will be consistent across all 50 projects? I don't want to have to go in and 1 by one make them the same.

Any help would be greatly appreciated!

Thanks,

Kevin

Accepted answers

Boris Berenberg

There is no way to do that at this time.

All comments

Boris Berenberg

There is no way to do that at this time.

Kevin Ramm1

Ouch, that is brutal. Thanks for the reply though.

Boris Berenberg

So we have an open feature request for the ability to clone request types: https://jira.atlassian.com/browse/JSD-1317 and I have gone ahead and filed one for the ability to set defaults: https://jira.atlassian.com/browse/JSD-1436

Kevin Ramm1

Thanks @Boris Berenberg !

Michelle Onizuka

Has this been updated or added to Jira?

Nic Brough -Adaptavist-

No change yet. Sorry.

Michael Onizuka

Is there another way of doing this that I am missing?

Edward Vitalos

You can resolve this issue in JIRA Service Desk projects by setting up a custom rule under the Automation settings so that when a request for support is emailed in and the issue is created it sets the request type to IT Help. If you have multiple service desk projects you would just have to setup the automation rule in each one.

Mark Allen_784g4r

Whilst a bit of a hack, I used an automation rule to achieve the same effect.

When: Issue Created

If these match: "Customer Request Type" is EMPTY

Then do this: Set Request Type to what you want

Hope this helps someone.

Ryan Cauldwell

3 years later, no relief. Now, there's not even the ability to solve this with automation... How can this be so hard?

Justin Warwick

In case you are new to all this automation stuff, this will be a "Custom Rule" and after you select the If condition of "Issue Matches" you have to go down to the "Advanced" link to switch to a "JQL" query instead of pickers to put in Mr. Allen's matching expression. You may also want to add in an "AND issuetype = Incident" to the matching expression (or whatever your major issue types are) if you happen to want different defaults for different major issue types (which isn't quite what @Edward Vitalos meant, but in conjunction with that, you might end up with several automation rules to create!). It might also be a good idea to throw in some more restricting conditions like only unresolved issues to avoid unexpected matches down the road.

DanRymo

This has caused belated support to customers for us! Incredible that the API doesn't support this field for editing through Jira Automation, so that we in the very least can make our own workarounds.

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