Map multiple Issue Types to single Request Type in Service Desk


I have set up Service Desk for a client, using only two request types as they only want two forms for their customers to fill in. I set up multiple issue types for the SD project, without realising that you need to map them to the request types or else the notification scheme and other things don't work.

Is there any way to map multiple issue types to single request types, without creating new forms?


1 answer

Hey Cheryl,

nope you can't. sad
You can map multiple request types on one issue type but not the opposite.
tick Hardware, Software, Access - All could be "Help" or "Bug" issues.
cross Bug, Improvement, New Feature - can't be "Customer request" f.e.

you could try to change the issue type depending on component or likewise within the create-transition of your SD-workflow. But this could be difficult on cloud because you are limited with your plugins - Script Runner f.e. doesn't work. 


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