Live update fields in the edit screen in the same way as the Create screen when Issue Type changes

Question

Using Jira Server v7 and Jira Service Desk

I'd like users to be able to change the issue type in the edit screen and then the fields (controlled by behaviors plugin) or the screen itself update the same way it does when you change the issue type in the create screen.

Scenario:

We're primarily going to be taking in Service Desk tickets using email requests

Request issue type/Customer Request Type 'Email request' Received in the Service Desk

Currently the engineer has to change the issue type in the quick view to either Service Request or other issue types, then hit my Begin Triage transition which brings up a screen with all the fields associated with those issue types.

What I would really like, is that instead of this being a two stage process, for the engineer to be able to just hit the Begin Triage transition, the screen comes up, he changes the Issue Type and the fields/screen changes

I'm aware that using the move function is possible but I'm trying to make it a little slicker

I read that this MAY be possible with custom events? Essentially I just want my edit screen to mimic the way the create screen works.

FYI I'm also using the same same screen for all issue operations.

Request has it's own screen for all issue operations

The other 5 issue types all use the same screen for all issue operations as we have no need to split it out, as far as I can tell this wouldn't make a difference in functionality given what I'm after

Stephen Letch · Answer

The issue types are all on the same workflow and field configuration, its just that some are using different custom field context so dont appear on the screen depending on Issue type.

Unfortunately it's just that there isnt any trigger in the form to refresh the screen if the issue type is changed on edit the same way it is with the create screen.

If editing you have to either change the issue type from the quick view, or edit, change issue type, click update, click edit again, and then you'll see the new fields. I can kind of see why the move option is the way as you need to sanity check your edit otherwise you might lose data.

Petter Gonçalves · Answer

Hello Stephen,

Unfortunately, JIRA understands that a new mapping of Fields, screens, and statuses is required when you change the issue type to another one which is using a different workflow.

That being said, the only way to change the issue type in a simple field selection would be by setting all your issue types with the same workflow, but I believe it is not what you are looking for, so the move option would be my suggestion to do it.

I'm not aware of any plugins that would give you this functionality and automatically map the issue details to another workflow, but I can clearly confirm there's no other way to change the issue type out of the box.

Let us know if you find any other options.