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. 


Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

970 views 2 14
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