API and Request Type

[Rolf_Gustafsson]

Hello

In february my colleague posted a ticket "JST-553388 API and Request Type" for a project where we want to change Request Type via API.

Now we have started a simular project but we can't get the change of the "Request Type" to work.

https://shissuemanagementacc.atlassian.net/servicedesk/admin/SMARTFLOW/request-types

Please can someone help me with this?

[Angélica Luz]

Hello @Rolf_Gustafsson,

Welcome to Atlassian Community!

Thank you for sharing the issue key. I found the ticket here and checked that, it was an unpublished API, so it could stop working without prior notice.

The option to update a request type is currently not supported and what was shared on the ticket was a workaround:

• Have the ability to change the request type of an issue via the REST API

The workaround was:

Get the issueID:

https://testinstance.atlassian.net/rest/api/3/issue/ISSUEKEY-123

After getting the issueID, then get all the request type ID from the project:

https://testinstance.atlassian.net/rest/servicedeskapi/servicedesk/{ServiceDesk_ID}/requesttype

The porting needed from the previous endpoint is:

"id": "20",
            "_links": {
                "self": "https://testinstance.atlassian.net/rest/servicedeskapi/servicedesk/5/requesttype/20"
            }

Once you have the issueID and the request type ID, then it's possible to perform the POST call:

https://testinstance.atlassian.net/rest/servicedesk/1/servicedesk/request/{issueID}/request-types

PayLoad:

{"rtId":"20"}

Can you please share with us the error you are facing?

Is the issue type the same for both request types?

Was it working on this site before? I'm asking because the site URL is different from the one shared in the ticket. 

Please, let us know more details about the steps you are following and the error so we can try to replicate the same here.

Regards,
Angélica
Atlassian Support

[Rolf_Gustafsson]

Hello Angélica

Thanks for your answer.

The old Project is still working and the new one works fine except for the change of the request type.

The error I get is this.

"<?xml version="1.0" encoding="UTF-8" standalone="yes"?><status><status-code>404</status-code><message>null for uri: https://shissuemanagementacc.atlassian.net/rest/servicedesk/14/servicedesk/request/135974/request-types</message></status>"

[Angélica Luz]

Hi Rolf,

Is this new project a next-gen or classic?

On next-gen the request types and issue types are different, so that could be a cause. 

If there is another classic project, can you use that endpoint on a test ticket?

[Rolf_Gustafsson]

Hello

I have no idé what kind of project this is.

I haven't done this project myself.

To be able to solve this can we please schedule a call?

[Rolf_Gustafsson]

Hello

Looks like bothproject are of same type.

Classic service project

Can we please have a call so sort this out.

My manager Tom Cirone also wants to join and I think also Maria Paz Echeverria will join.

Both were involved in the first project and thay also have reviewed the new one.

[Angélica Luz]

Hi Rolf,

Thank you for the details.

Although we would like to help you with this request, phone support isn't really part of the community support.

I saw that your site is a Standard one, so you can ask your site administrator to create a ticket on support.atlassian.com/contact where you can add your phone number and you can schedule a call with the support engineer from the same timezone as you.

Also, through a support ticket, you can allow them to access your site, so they will have permission to use the API with your URL to check what may be happening. 

[maria.paz.echeverria]

Hi Angelica, 

We are working in the same team with Rolf, I am a site administrator. 

I will create another ticket as you mentioned to get the support. This is something we need to solve asap and we need your help please. 

Thank you very much for you support, 

Kind regards,

Maria Paz Echeverria

[maria.paz.echeverria]

Hi,

Ticket already created:

https://getsupport.atlassian.com/servicedesk/customer/portal/48/PCS-29052?error=login_required&error_description=Login+required&state=b9ed5f35-50af-4da0-86b6-c84199e39fee

Thanks, 

Maria Paz Echeverria