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When running a CSV import for Service Projects, it’s not possible to import the request type field with its current names, like “Get IT Help“ or “Onboard new employees“.
It’s necessary to use the request type keys, and to get that information, the users need to reach out to Atlassian Support. But there’s a way to retrieve this information using an API endpoint.
Instructions
Pick one ticket on your cloud site from the Issue Type that contains the Request Type you need to run the import
Export this ticket to XML (“…“ > Export XML) to get its ID
Now that you have the ID, access the following endpoint on your web browser (change the {your-instance} and {ticket-ID}):
https://{your-instance}.atlassian.net/rest/servicedesk/1/servicedesk/request/{ticket-ID}/request-types
And the information you need is: portalKey and key. The format needed for the CSV import is:
portalkey/key => tf/investigateproblem
=> bug/f8f3cdb9-8e4d-479c-941b-6976ac7d6da9
André Sinatora
3 comments