Dear Community, hi and thanks in advance for your help.
I would like to make the Request Type field a mandatory one but I don't find a way to do it since this one is locked.
Is there a way to proceed with this? If yes, can you please let me know how to do it?
If your agents or internal team members are creating issues in Jira Service management I would suggest that they use the raise a request feature which has them raise the issue in the portal and will ensure that the request type is set.
Hello @Eduardo Allen,
Thank you for reaching out to Atlassian Community!
As Brant mentioned, it’s currently not possible to make the Request Type required when creating the ticket via Jira (Create button).
A while ago was added the possibility to create an issue via Jira and select the request type from the create screen:
The other workaround is to create the ticket via the portal as Brant also mentioned because when creating from the portal the request type is automatically added.
Besides those two options, you can also create an automation rule to add a request type if the request type field is empty when a new ticket is created.
In this case, it’s necessary to use the Legacy automation, since the new Automation doesn’t have the option to update/change a request type. For more details about the workaround, please check the documentation below:
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