"customer request type" field throwing error

Poornima Rajamani

Scenario: After a ticket received, wanted to move the ticket to another category, facing issue on "customer request type".

currently, after moving the ticket from one category to other, though it is saved. we see the "customer request type" having error as shown in the attachement.

example: moved the "incident" to "support" ticket but it did not change as expected.

it is not automatically changing, we are forced to change it manually from the dropdown.

Please let me know how to correct it

Joseph Chung Yin

@Poornima Rajamani -

Welcome to the community.  When you move an issue from one issue type to another issue type, then the original data associated with the issue get carried over.  

In this case, you don't have the request type defined for the target issue type properly, thus it displayed the problem.  You can address it by creating a valid request type for the targeted issue type to resolve the problem.

What is the request type that you have to use when conducting the manual process?

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.