Issue type not showing in drop down on popup

Question

2 things. When selecting the issue type dropdown only 1 option shows when there should be multiple. This was working but it no longer working and nothing was changed with this list.

The other thing is when selecting the issue type to change it within a ticket it redirects to another screen when it just used to automatically change on that same screen. Not that has changed with no changes on our end on Jira

Tomislav Tobijas · Answer

Hey @Frank, Jeremiah ,

It would seem that only these two work items are on the same workflow while the others you have within the same Jira/JSM space, are using a different workflow. Anyway, can you check that part? 👈

That would result in both behaviors you're seeing.

Although I'm curious… why are you updating the work item/issue type while resolving it? Shouldn't this be determined during ticket triage? 👀

Cheers,

Tobi

Josh · Answer

Hi Jeremiah, adding two JSM-specific checks on top of Anwesha's scheme advice, because the symptoms fit a service space.

1. Only one type in the create dropdown

* In a JSM / service space, agents creating from the space usually pick a request type, and each request type maps to one work type. If only one request type is available to your role, you'll only see one option even when the issue type scheme has more.
* Check Space settings > Request types: every work type you need should have at least one request type, and that request type must be on a portal / available to agents.
* Also open Space settings > Work types (or the issue type scheme) and confirm the missing types are still in the scheme for this space. A scheme change elsewhere can remove them without anyone touching "this list" on the create screen.

2. Changing type opens another screen

That's the newer work-item view: some fields, including Work type, open in a focused side experience instead of an in-place dropdown. It isn't something you configured. If the type change itself fails or only offers one value there too, it's the same scheme / request-type mapping as above.

If you can say whether the create popup is the agent view or the customer portal, we can narrow it to one of those two paths.

Anwesha Pan · Answer

Hi @Frank, Jeremiah👋🏻

I am assuming both symptoms are directly connected and point to the project’s Issue Type Scheme. You could try either of the below steps:

* Update the Project's Issue Type Scheme* Go to Jira Settings (⚙️) → Issues → Issue type schemes.
* Find the scheme associated with your project and click Edit.
* Drag and drop the missing issue types from the Available Issue Types column into the Issue Types for current scheme column.
* Click Save.

* For Jira Service Management (JSM): * Go to Project Settings → Request types.
* Ensure your portal request types are correctly mapped to their respective underlying Issue Types.
* If new issue types were added to the scheme, create or link request types to them so they appear in both agent view and customer portal.

I hope this helps & resolves your issue. 🙂

Thanks,

Anwesha