Can you choose the default request type for a given issue type?

Calvin

Hi all, using JSM from the backend, it has "issue type" first then "Request type".

This has led some users (especially those used to Jira software) to pick the correct issue type (as they're used to picking issue type), but not really understand the request type. Especially the way its ordered with issue type first?

 

Is it possible for a given issue type chosen that a certain request type is chosen first. It seems to just pick the first request type in the list, while we'd prefer it to be the "generic" support request as opposed a specific one that starts with A lol.

 

Eg: if we have request types:

"Alpha service request"

"Beta service request"

"Generic/Any Service Request"

 

And Issue type is "Service Request".

It seems to pick "Alpha" first

-------- Edit

I see if you first click "Create" it does indeed let you choose the default request type on the first instance if you have it switched on in features: https://support.atlassian.com/jira-service-management-cloud/docs/choose-default-request-types-for-your-issue-types/

 

But alphabetically chooses the first if you switch over to that issue type .

Walter Buggenhout

Hi @Calvin,

It seems like you have answered your own question - according to the edit you added, behaviour is like in the article you shared: you can have a default request type after selecting an issue type as long as you configure a default request type for each issue type.

On a side note: request types in JSM are designed to be used from the customer portal. You should only see the request types there - not the underlying issue types. As long as customers creates tickets from the portal, they should not even be facing this complexity. Creating tickets from the JSM backend UI is something only agents should be doing in exceptional cases.

Hope this helps!