Adding a Post Function Condition as a ticket is being generated assigning request type

Question

I created a new project in JIRA service desk and am trying to route the ticket as it is being generated.

When the user or service tech is filling out the create ticket form, we have cascading custom filters narrowing why they are creating a ticket.  The request type "Service Request" is our default, and once a ticket is created and assigned a ticket number as a "Service Request" you cannot change the request type post creation.

I located the workflow diagram and selected the arrow in between the starting point, and when the workflow reaches Open.

When you click on the arrow, and select Post Functions highlighted below, it opens a menu with available options.

I'm looking to add a query checking this custom field selection, and if confirmed, to proceed in creating the ticket as an incident, instead of the default "Service Request" Request type.  I created issue types exactly the same for both request types and can't see where I can automate this process before the ticket is created.

Here is the JQL code that works when I test for validation:

project = NEWP AND "All Brand Issue Type - Request Form[Select List (cascading)]" in cascadeOption(13771, 13780)

Thanks for your support on this and looking forward to your response.

- Jonathan

Pablo V. · Answer

Thanks for confirming, @Jonathan Layton - please mark my answer as "accepted" so it helps the site statistics and my contributor's score.

Have a great day!

- Pablo

Jonathan Layton · Answer

Success!  I was able to assign the issue request scheme to the default service desk workflow for both issue types.  The automation is now working.

Thanks for the assist.

Jonathan Layton · Answer

Hello Pablo,

Thanks for the quick detailed response.  I have tried your suggestion and you are correct, it fails every time because I'm only able to create 1 issue type and assign it to only 1 request type.  I even tried assigning [System] Incident to the Default Service Request Workflow, but it still doesn't appear as the same request type when I try to edit.

If there is a way I can call a created issue type "Corporate Support" and assign it to 1 or more request types?  I'm testing with both Service Request, & Incident Request Types, and if I'm able to I will be successful in this use case.

Is there anyway to do that?

Thanks so much for your help on this.

- Jonathan