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

2 votes
Answer accepted
Charlie Misonne Community Champion Jan 23, 2018

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.

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