How to set workflow of request depending on which topic of request a customer opens ticket on.

Vera Valshonok March 4, 2024

Hi All!

I am trying to find a way how  to set workflow of request depending on which topic of request a customer opens ticket on.

So a customer clicks on the portal, begin to create a request and there are 3 types of requests (topics) he ca choose. 

If he chooses 1, 2 - the ticket should go by one workflow

If he chooses 3 - the ticket should go by  another workflow ( which currently active).

Can you recommend what can be done as a solution, please?

1 answer

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Walter Buggenhout
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March 4, 2024

Hi @Vera Valshonok,

The workflow for a ticket is determined by the issue type being created. In Jira Service Management, each request type is linked to 1 (and only 1) issue type.

So, the workflow being used will always be the one that is linked to the issue type associated to the selected request type.

So, in your example, request 1 and 2 ideally share the same issue type, while request 3 should be associated with a different issue type.

Both request types and issue types are managed in your Project Settings. You will notice that you need to chose an issue type when you create a new request type. Depending on the type of your JSM project (team or company managed), workflows can be linked to issue types differently. In a company managed project, workflows are a separate section in your project settings, whereas they can be found on the detail screen of each issue type in team managed projects.

Hope this helps! 

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