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Restore request types in Jira service Desk

Cathy McLeod

Hi,

We had an administrator accidentally delete request types in our *live* Cloud Service Desk portal instead of the test portal.

Is there a way to restore the request types and their unique IDs so we don't mess up all the modification times on our old tickets?

Thanks in advance!

Accepted answers

Susan Hauth _Jira Queen_

Hi Cathy,

Yikes! Now depending on your SLAs if they weren't based on request type, and were based on priority or other factors they shouldn't be messed up.

I think you're into a manual restore and repair. Set them up again. Then you may need to bulk edit old issues with the customer request type that is missing.

But first you need to revoke that users' project admin access.

Finally, if you don't think you can do that, you need to go to Atlassian directly to see if they can assist with a restore or a data fix. (Will likely cost $$).

Good Luck

Susan

All comments

Alexey Matveev

Hello,

The only way to restore you data from a backup.

Susan Hauth _Jira Queen_

Hi Cathy,

Yikes! Now depending on your SLAs if they weren't based on request type, and were based on priority or other factors they shouldn't be messed up.

I think you're into a manual restore and repair. Set them up again. Then you may need to bulk edit old issues with the customer request type that is missing.

But first you need to revoke that users' project admin access.

Finally, if you don't think you can do that, you need to go to Atlassian directly to see if they can assist with a restore or a data fix. (Will likely cost $$).

Good Luck

Susan

Cathy McLeod

Thanks Susan, I'm with you on the 'revoke access'

Our SLAs are based on request types, so we have all our historical data,but we can't create new issues using the deleted request types... and recreating the request types donesn't link it to the "old" name (different unique identifiers on the back end)

Unfortunately as we're in the cloud instance, Atlassian support was unable to restore it Let that be a lesson to us!

I am sad because we were SO CLOSE to 10,000 support tickets worth of good data, and now I'll have to figure out new reporting.

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