How do I set a request type on an automated task creation?

[Jimmy Marchant]

I have set up an automation rule to crate a recurring task.  I am having trouble setting the Request Type field with one of the options.  It will create the ticket in service desk, but ignores the request type field selection.

I get the following message:

Unknown fields set during create, they may be unavailable for the project/type. Check your custom field configuration. Fields ignored - Request Type (customfield_10064)

[Petter Gonçalves · Accepted solution]

Hello @Jimmy Marchant

Welcome to the Atlassian Community!

Per your description, I understand you have configured an automation rule (Under project settings > Project automation) to create a ticket and update it with a request type, however, the mentioned error is returned to you. 

Can you confirm if you are using a Next-gen or Classic project?

The error you are facing happens because the Automation functionality of Jira is not mapped with some of the APIs of Jira Service desk yet. We have the following feature request to map those APIs in Jira automation:

Be able to create/edit/set JSD customer request type in cloud 

We suggest keeping an eye at the feature request to get any updates about it.

For now, you can set the request type field by using the older project automation of the Service desk classic template. These would be the steps:

1. Navigate to your classic SD project > Project settings > Automation (Not project automation)
2. Create a rule to properly set the Request type to newly created issues, as in the example below:
   
   P.S: Make sure the issue type selected at the issue creation is mapped the request type selected in the automation rule under project settings > Request types.

Let us know if you have any questions.

[Jimmy Marchant]

@Petter Gonçalves  Thank you for your response!

I am using a classic service desk project and set up the original rule under project automation like you mentioned.

In the automation rules for the steps you provided, can I add criteria to only set the request type to a certain category if there is a keyword in the summary? I don't think I want all tasks to get this specific request type as we have about a dozen that we use.

[Petter Gonçalves]

Hello @Jimmy Marchant

Yes, you can absolutely select which issues you want to apply the automation based on a keyword provided in the summary field. To achieve that, you must use the advanced JQL query with the parameter "Summary" and operator "~", as displayed below:

To know more details on how you can filter your issues using JQL, please check the documentation below:

Get started with Advanced Search and JQL 

Let us know if this information helps.

[Jimmy Marchant]

@Petter Gonçalves  Thank you so much!  I believe this will work for me and I will dig in to the JQL documentation a bit more as well so thank you for that link.

[Petter Gonçalves]

You are welcome @Jimmy Marchant

Have a nice weekend.