How to remove 'no request type' from Request type ?

Question

I defined several request types (change request and report incident). However, the option to pick 'No request type' can not be removed, which should not be an option since I don't want this option been displayed and it will cause confusing and issue.

How to remove or hide the 'No request type'  option from the request type list ? Thanks for any help in advance.

Kind regard,

Maggie

Theis Joergensen · Answer

@Joseph Chung Yin This is also causing issues for our org.

You're right that most issues are raised via by portal by customers, however change requests are something we create internally but the tickets should be available for the customers to see and approve.

The main pain point here is that there seems to be no default request type when creating tickets via the create button.

When i open it, It shows "change" and when my colleague does it it show "no request type" which is both allowed to select despite the fields being mandatory.

When "no request type" is selected the creation template doesn't have the correct fields, which causes issues as the ticket in not properly filled and have side affects that SLA calculations is not applied or automation rules fails.

Tbh. i have never been in organisations where customers raised change requests - perhaps feature request - however, when ready to be deployed to prod this is planned and created internally.

Joseph Chung Yin · Answer

@Maggie Xu -

Welcome to the community.  In addition to what @Jack Brickey stated, are your team creating issues directly from the project UI?  What is your reasoning that issues are being created within the project UI?  By default, issue is typically created via the portal UI where customers will select the different request types defined.

Please advise.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Jack Brickey · Answer

You cannot remove that. It represents an empty request type field.