Good morning community,
I have a challenge to make an automation in JIRA so that whenever a type of the item is changed, also change the Request Type, so that the customer can view it on the Portal.
I did it as follows:
1. Whenever the item type is changed, it triggers the automation
2. I make a condition to validate the type of item
3. Based on the type of item I use the action of Edit the request type by defining the corresponding request.
However, it is generating an error:
@Lucca FernandesThe project SDC is an actual JSM project? Your trigger is a field change but maybe the issue that triggered it is not from a JSM project, so it can not find customfield_10010 (Request Type)
1. Please ensure that the "Request type" field is included in the edit screen for that specific issue type.
2. Kindly note that you will only be able to modify the request if it falls under the same issue type.
Hope this helps
Best regards
Sam
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Hello @Samuel Gatica (ServiceRocket) , thank you for your feedback.
Yes, I've already checked the screen issue:
Regarding the type of item, I have a type of request for each type of item, in this case what I am changing also has another type of request associated
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Hi Lucca,
Here's a few things to check:
Hope this helps!
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Hello @Seon Shakespeare , as you can see in my previous answer, all these points have been verified.
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Hi @Lucca Fernandes ,
I am trying to understand something here.
Is it SD project? and are you trying to change the native request type!
I can see custom field value error. I suspect that.
If I am not wrong there might be a field called "Customer Request Type" which changes the request type of SD tickets.
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Hi @Ponnappan Ganapathiya, Yes, it's an SD project. Yes, the field I'm trying to change the request type field (Native JIRA).
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Hi Lucca,
In Jira Service Management, the field that controls the request type shown on the customer portal is called "Customer Request Type" Make sure your automation is using that field, not the standard "Request Type"
Hope this helps!
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