You're on your way to the next level! Join the Kudos program to earn points and save your progress.
Level 1: Seed
25 / 150 points
1 badge earned
Challenges come and go, but your rewards stay with you. Do more to earn more!
What goes around comes around! Share the love by gifting kudos to your peers.
Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!
Join now to unlock these features and more
I noticed that Atlassian rolled out a change on the create issue/request screen wherein the request type field is now a mandatory field.
Based on our project's configuration, we do not require the request type if the issue is being raised by an agent. Is there a way to remove this or even change the default value to "no request type"?
Today I noticed that this change had been rolled out to our instance. Does anyone know if this change is going to stay? I couldn't find any configuration to remove the field from the create screen.
I couldn't find any related change in the change documentation: https://confluence.atlassian.com/cloud/blog/2022/07/atlassian-cloud-changes-jul-11-to-jul-18-2022#AtlassianCloudchangesJul11toJul18,2022-jira.service.management
We're running into the same useability issue. I don't know how it was reverted for John, but we have no way of disabling or setting a default value for the Request Type dropdown.
Atlassian support pointed me to this feature request: https://jira.atlassian.com/browse/JSDCLOUD-8931. With such low vote count, it'll probably never get implemented.
It is very cumbersome that an Agent creating an issue in the Agent view needs to explicitly select "No Request Type" so none of the associated automation rules trigger as if a customer created the request from the Customer portal. More than that, any time an Agent doesn't make the "No Request Type" selection, the created issue might be routed or modified by automation unexpectedly.
There is also this request that has a few more votes - it's also related to issues that have been created by enforcing a request type, not that many votes either. I'm struggling to configure the fields I want shown because without a request type set, you can't custom the fields shown.
And the issue type I have is a 'sub-task' issue - which doesn't allow you to set a request type. I've been going in circles and it's driving me mad.