Creating service-desk issues with an appropriate request-type using REST

Gray Watson

I've read this question/answer but I'm still struggling with setting the request type on a new issue using the REST api.  When my users go to the portal, they choose a request type which takes them to the URL path like /servicedesk/customer/portal/8/create/111, where 8 is the portal number and 111 is the request-type.  This works fine.

I'm trying to drive this process using the REST API.  I'm creating issues via POST to

/rest/api/2/issue/ but when I try to set the request-type field, I get something like:

 

{"customfield_11200":"Field 'customfield_11200' cannot be set. It is not on the appropriate screen, or unknown."}

If I look at tickets that were created using the UI, I see that the request type seems to be customfield_11200 and that it has a form like:

{ "_links": { ... }, "requestType": { "id": "111", "name": "C++ Request", ... }

I've tried setting this customfield as well as the "requestType" field  with requestType as a subfield but I get the above error.

Questions:

• I'm only specifying the id and name fields on the requestType so maybe I need all of the link and other fields?
• Can anyone give me a sample JSON with a working request-type?
• Do I need to use a different create URL which has the 111 in it?

 

Oh and I've not been able to find the request-type key via the API trying the following request which doesn't seem to work with my Jira instance:

/servicedesk/1/servicedesk/request/#####/request-types

Thanks for any help.
gray

Gray Watson

I just figured this out. I was inappropriately using the "/rest/api/2/issue/" call when I should have been using the "/rest/servicedeskapi/request" which takes a JSON payload with 'serviceDeskId' and 'requestTypeId' fields.

Driving it through the service-desk API means that the workflow is used so the field validations and various automations are performed so I should have been doing it this way from the start although some of the workflow rules were firing using the issue API.

I also figured out the right way to lookup the request-ids:

/rest/servicedeskapi/servicedesk/#/requesttype

There may be some way to create service-desk tickets through the issue API with a correct request-id but I couldn't figure it out so I'm glad that this seems to be working.