Request Type Automation

Pulling my hair out on this one.

When a tickets issuetype is changed, the Request Type field is not updating and just giving a No Match entry.

I already have the Automation pluggin, but i cant figure out a way to get it to do what i want.

The field ID for Request Type is 12600.

One of the issue types i have is "Service Request" where the request type should be "Raise a Service Request".

Any ideas?

1 answer

1 accepted

This widget could not be displayed.

Hi Tim

I had this issue a while ago. I solved it by using Jira Service Desk's automation (not the automation for Jira add-on). You can configure it on the project configuration page under "automation".

  1. WHEN
    • Issue Created
    • Status Changed
    • Comment is added
  2. IF
    • Issue Matches:
      Type:  Service Request
  3. THEN
    • Edit Request type:
      Raise a Service Request

 

Add an If + Then clause for each of your issue types.

 

Unfortunately there is no "when issue is edited". But in the end the customer request type will be corrected as soon as a comment is added or a transition is made. Which is important for sending notifications I remember.

I was worried that might be the case, but thought i would try my luck.

Thanks for the response.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Aug 13, 2018 in Jira Service Desk

Jira Service Desk – Don’t be afraid, the journey begins with curiosity!

...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...

10,182 views 9 28
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