How to associate Issue Type with one or more Request types

Question

I know that on the Request Types page you can associate a Request Type to an issue type, but I have the opposite problem.

I have an Issue Type that isn't automatically selected for any specific Request Type. However when creating/moving an issue to this specific Issue Type we need to be able to select a Request Type or things don't work.

How do we assign an existing Issue Type so that issues with that Type can then select a Request type. As is when selecting this issue type the Request type field doesn't allow setting any of them.

Petter Gonçalves · Answer

Hello William,

You are correct to say that Request types are not available to be mapped to sub-task issues. As you can see in this documentation, sub-tasks can only be used on the backend for internal discussions and can not be used to interact with customers in the portal.

Also, we have a feature request opened to map Sub-tasks to Request Types:

- Sub-tasks as an applicable issue type for Requests

However, Request Types are not required fields. Can you confirm if you are not using another custom field with the same name?

In fact, you can simply remove the field Request Type from your sub-task screens so you can work with this internally and edit the sub-tasks as you need.

William Wynn_vsfkz2 · Answer

When setting up Request Types, I can't seem to select an issue type that is a sub task issue type. Is there any way to support sub-tasks issue types in a service desk project?

We're able to manually create an issue and tag it with a sub-task type, but then it becomes impossible to edit that issue because the request type is a required. Alternatively is there a way to make the request type no longer a required field when editing a case?

Petter Gonçalves · Answer

Hello William,

I think that maybe you have misunderstood how the request type feature works.

Request Types are required to create issues through the Customer Portal, while you can create issues without a request type internally on JIRA.

In order to allow a request type to be selected for a specific issue type once it's created, you must map them in the Request Type page.

Let's suppose you have an issue type "Task" and you want to create it internally with no request type and then set the request type as "Problem" posteriorly.

To add the Problem request type as an option when editing the issue, you will need to properly map the request type problem with the issue type task in the Request Type page.

Please, check the documentation below if you need more details about it:

https://confluence.atlassian.com/get-started-with-jira-service-desk/create-service-desk-request-types-917968307.html