Old Request Type - Edit multiple issues at the same time

Jeferson Carlos dos Santos

Hi guys!

Could you help me please?
I have some old request types that are no longer part of the customer portal, but they appear when an employee creates a ticket, as shown in the image below.

I tried to delete the old request types, but Jira gives me a warning because as they were used, there are several tickets that were opened with this type of request type and I don't know how to do this type of mass editing that the message informs me when I try delete the old request type.

What could I do? Is there any place where I can edit the request type that the employee uses when clicking Create, as I couldn't find it? Or do I really have to do mass editing to transfer these old tickets linked to the old request type to my new request type?

Marc -Devoteam-

Hi @Jeferson Carlos dos Santos 

So you have hidden the Request Types on the portal, but your screenshot show that you are creating issues from the backend in the JSM project, why?

The behaviour you see is as expected as JSM agents still see the Request Types that have been hidden

The reason that you are able to hide Request Types from the portal is that customers can still see their old created requests.

There is just no option to create new request from the portal with this type of request.

If you want customers to still see their old requests from the portal, but not on the old request type, first you would need to bulk move on all issues with the old request types to another request type, then you can delete it.

Or if the case to view old request based on the old request types is not a necessity from the portal, just delete them, that value only will disappear from the issue in Jira