How to automatically set Customer Request Type when Issue is move from an other project?

Francois Vachon

Hi, after moving an issue from a service desk project to an other service desk project, the request type diplay No Match, so the request is not visible anymore in the portal for the customer, we have to set it manually and it's very anoying.

I'm looking for an automation to update the request type on the moving event, but there is only in create event on the automation tool.

any idea how to do that ?

 

thanks,

Francois

Christoph Thomas (Karlsruhe, Germany, AUG Leader)

Hi Francois, 

 

Are you using JIRA server or cloud? If you use JIRA server, you could try to set the customer request type using JJUPIN (add-on) https://confluence.kepler-rominfo.com/display/SIL/Variable+Resolution#VariableResolution-CustomFields

I have not verified it yet but I guess you should be able to access the customer request type like a "normal" custom field and be able to set it using customfield_xxxxx = "your request type"; //where xxxxx is the id of the customer request type customfield. Can you please give it a try in your testing environment and let us know if it works? 

Good luck  

Christoph