Changing "issue type" does NOT automatically update Service Desk Request "request type"

Question

Changing from an issue type like "IT Help" to another issue type, say "Purchasing" does not reflect the new issue type status. This is true for all issue type changes.

The Service Desk Request type becomes "none" with a message stating: "this request type is not applicable for the current issue type."

Please advise, thanks!

Sébastien Caré- · Answer

Hi all,

Refering to JSD-281  it seems this is not possible ( as more than one Request Type may be using the same issue type), but it's possible to manually edit customer request type.
Customer request type is a type that you want to display to you customer and that may be different of issue type which is internal category. for sure when you have a one-one link this sounds possible to get the cust requset type update based on issue type...

Youo can also try workaround described in https://answers.atlassian.com/questions/308468/what-s-the-best-way-to-handle-service-desk-requests-submitted-outside-the-customer-portal#

Hope it helps

Agile Admin · Answer

FYI folks, the same behavior occurs for me...

Elisa [Atlassian] · Answer

Hi Taylor,

Perhaps it's necessary to run an integrity checker on the system to check if everything is in place. Also some times JIRA can get lost within its caches, so a restart cleaning caches and reindexing might be a good option too.

If you use Cloud, please raise a support ticket under (support.atlassian.com) that an engineer will help you track this problem down.

Hope this helps!

Cheers!