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Changing issue type - how to configure the "update fields"

Simon Sahli March 12, 2024

Hi Community,

question related to when you are changing from issue type to another within the same JSM project.
It can happen that customer choose the "wrong" issue type and therefore the agents must change it to the correct one.

When they now change from one issue type to another they come there is a "Update fields" section and here is the first question.
Can I configure which fields I want to display here?
Ideally I can display certain fields here that MUST be changed to the correct value before the issue type change gets completed so the right data is place directly.

issuetype_change.png


In relation to that, whenever somebody changes the issue type the request type stays the same and an error appears. 
Ideally I could define a default request type per issue ype that should be taken for these issue type change use-cases
Is that possible?
Or what do you recommend here?
wrongRequestType.png


Thanks for your expertise in advanced.

Cheers,
Simon

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Patrick Tripodi
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March 15, 2024

Hi Simon,

Unfortunately no to both but I use a workaround. 

I have an automation set up that triggers on Field Value change being Issue Type and then a big If/Else statement to check if its the issue type, if so then set the Request Type.


Simon Sahli March 15, 2024

Hi @Patrick Tripodi

but do you know why the "Group" field is shown in the "Update fields" part when changing the issue type?
Like there must be some kind of logic, why this field is shown there, but not other ones, right?


That is a good idea, an automation rule with the "Field value changed" and "Issue type" should solve the situation!
I can define at least the defaults I want to have for the different issue types and then I will just tell the users to manually update it afterwards when they want to differ from the default...

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Patrick Tripodi
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March 15, 2024

Hi @Simon Sahli , 

This would have to do with custom field contexts. 

So Group probably is restricted to 1 or more issue types, but not including the source field. So in Group custom field contexts, there is a restriction to only appear on "Customer Support Case" (plus more maybe but not including your source issue type) 

This is my assumption without seeing the field contexts though.

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Simon Sahli March 18, 2024

Hi @Patrick Tripodi

you are absolutely right, the "Group" field is one of the few fields that is only assigned to some issue types in the relevant project, but not to all of them, whereas the other fields are pretty much all assigned to all issue types available.

Ok, then I know that the group field is shown due to this configuration. 

Would be nice to be able to define, which fields should be defined when changing from one issue type to another, but I guess Atlassian does not have the functionality for that.

I will just implement the suggested automation rule solution and just share the knowledge around this with the users.

Thanks again!

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