How to clone request type field to an issue

Question

Dear Community!

We have created multiple issue types in a Service Desk project. All of them is an Incident type, but they all have different names and icons.

What we would like to achieve, is when we clone an issue to a Business Project (this helps us categorize our issues), then we would also like to clone the Request Type. How can we achieve this?

Rudy Holtkamp · Answer

I agree with @Dave Mathijs ,

You can however make a custom field e.g. 'business project request type' and copy the value based upon the request type of the JSM project.

You could also choose to make it a bit simpler and add an icon in front of the summary.

So if you have these incidents:

* software incident
* hardware incident
* customer facing incident

You could change the summary (e.g. 'my incident with XYZ') of your cloned issue to:

* 🐞my incident with XYZ
* 💻my incident with XYZ
* 👤my incident with XYZ

Which gives you a visual distinction between the different incidents.

Dave Mathijs · Answer

Hi @Teke Máté You'll need to make a distinction between a service project (Jira Service Management) and a business project (Jira Software).

A business project doesn't include request types as this feature is reserved for service projects.

What you could to is create a single select list custom field that mocks the request type. Use the names of the request types from the service project in JSM as values for the select list of the newly created customer field, then create an automation rule with the correct mapping to clone the actual value of the request type to the corresponding value of the custom field.

I hopt this is an answer and workaround to your question.