Changing "issue type" does NOT automatically update Service Desk Request "request type"

Changing from an issue type like "IT Help" to another issue type, say "Purchasing" does not reflect the new issue type status. This is true for all issue type changes.

The Service Desk Request type becomes "none" with a message stating: "this request type is not applicable for the current issue type."

Please advise, thanks! 

3 answers

Hi Taylor, 

Perhaps it's necessary to run an integrity checker on the system to check if everything is in place. Also some times JIRA can get lost within its caches, so a restart cleaning caches and reindexing might be a good option too.

If you use Cloud, please raise a support ticket under ( that an engineer will help you track this problem down. smile

Hope this helps!


FYI folks, the same behavior occurs for me...

Hi all,

Refering to JSD-281  it seems this is not possible ( as more than one Request Type may be using the same issue type), but it's possible to manually edit customer request type.
Customer request type is a type that you want to display to you customer and that may be different of issue type which is internal category. for sure when you have a one-one link this sounds possible to get the cust requset type update based on issue type...

Youo can also try workaround described in

Hope it helps

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Jun 14, 2018 in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

787 views 5 7
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you