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Have a "validator" on the filed "Request Type"

Hi Atlassian community

I'm having an issue with the field Request Type.

In our Jira Service Management we use several workflow, issue type and request type.

Sometimes, customers don't use the right request type so we (agent) have to move the ticket to another issue type. This operation can erase the request type because we are using a different issue type . So we have to manually affect a new request type. That's okay but sometimes we forget to reaffect the request type and that's a problem for the reporting at the end.

So, i tried to add a validator to my workflow to make Request Type required to sold the isssue.

Test 1 : From Jira (not from customer portal) i  create an issue with no request type, the validator is blocking the transition--> Fine.

Test 2 :  create an issue from the customer portal -> a request type is affected. Then i move the issue to another issue type -> the request type is now blank. I do the transition : the validator didn't stop me.

I think in back office the request type field has a value (the one from the creation) so the validor doesn't stop the transition. But in front office Jira doesn't show me the value because it's not a value affected to the current issue type. I wish that validator stop the transition and the agent apply a correct value to the request type field.

Someone have a tips for me ? :)

 

Kind Regards

Ianis

4 answers

1 accepted

1 vote
Answer accepted

Hello everyone! I have a workaround that's working! It's an automation that simply sets the "Customer Request Type" to "Null" when the issue type changes.

 

Work around:
Create a new automation:

  1. Use the Field value changed the trigger
  2. Selecting the Issue Type field for the Edit and Transition operations
  3. For action, pick Edit Issue action
  4. Select More Options and paste de JSON below:
{
    "fields": {
        "Request Type": null
    }
}

 

And wala! 🎉 My validator is now working, thus blocking my team from closing an issue when it's been moved, and the customer request type has not been re-populated. Hope this helps!

Hi @Jeret Shuck,

Thank you for sharing! 

I was about to post it here too. I talked to Yuri and he mentioned that found this workaround where the automation will clear the request type field. With this, the validator will work, because the field will be really empty.

I’m glad that we could help!

Kind regards,
Angélica

Like Yuri Moura likes this

@Jeret Shuck Awesome! thank you very much!

Like Angélica Luz likes this
2 votes

Hello @Ianis and @Jeret Shuck,

Thank you all for reaching out to Community!

When changing the issue type of a Service Management ticket, as you know, the request type will be empty, since it’s not possible to edit this field while moving the ticket.

There is a feature suggesting this improvement:

Now, with this said, the issue that you are facing where the workflow validator is not working properly is due to a bug. 

So, the ticket is moved to another issue type, the request type shows “None”, but if you go to the issue navigator, the request type is still visible, so in the backend, the value is still there and the validator doesn’t recognize the field as empty, that’s why it won’t work:

I recorded a video for you to better understand what happens:

Please, click on “This affects my team” and also watch the bug to receive updates from our developer team.

Kind regards,
Angélica

Hi Angélica,

Thank you for your answer. As you said, I upvote and put me on watcher on the bug.

Kind regards

Ianis

Like Angélica Luz likes this

I did the same. Thanks for the comment here Angelica. Looks like this bug is from 2018. a three-year-old bug is pretty concerning. Looks like Atlassian may never fix this issue.

 

Furthermore, we can't use "automation" to clear the field or update it in any way. I was hoping I could create automation to trigger when the Issue type changes, but looks like that's not an option either.

I have the exact same use case. Here's my validator:
vivaldi_96sESA0a0W.png

 

On my test ticket, you can see here the request type is blank (after switching the issue type):
vivaldi_bUFQaKTM6u.png

 

And yet, I still have the ability to execute the transition:
vivaldi_LSPCnOEILL.png

 

If anyone out there has a solution or work around let me know!

0 votes
Jack Community Leader Jun 11, 2021

A couple of questions for you:

  • Are you sure that you have the validator on each of the workflows and the specific transitions that you’re actually exercising?
  • What specific validator are you using? It may be but that validator is actually passing. Are you using set the field must be updated? I think that would be the proper validator.

Hi Jack, thank you for your answer.

  • i had the validor on only one workflows and transition but i'm sure that i made my test on it ;)
  • i use the validator "Field Required Validator Field  / must not be empty during the transition."

You advice me to use the validator "Field has been modified Validator" ? I'll test it

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