Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

How to setup default Service Desk request types?

We're about to migrate from Redmine to JIRA and I have about 50 projects that require a Service Desk. Is it possible to make a default "Request Types" that will be consistent across all 50 projects? I don't want to have to go in and 1 by one make them the same.

Any help would be greatly appreciated!

Thanks,

Kevin

4 answers

1 accepted

1 vote
Answer accepted

There is no way to do that at this time.

Ouch, that is brutal. Thanks for the reply though.

So we have an open feature request for the ability to clone request types: https://jira.atlassian.com/browse/JSD-1317 and I have gone ahead and filed one for the ability to set defaults: https://jira.atlassian.com/browse/JSD-1436

Thanks @Boris Berenberg !

I agree. This is very painful.

Oh wow. Thats a lot of work  and consistency management for every new project. 

So, I am assuming that, based on the comment 3 1/2 years later in June of 2018, that there no communication or plan from Jira regarding this? 

Whilst a bit of a hack, I used an automation rule to achieve the same effect.

 

When: Issue Created

If these match: "Customer Request Type" is EMPTY

Then do this: Set Request Type to what you want

 

Hope this helps someone.

In case you are new to all this automation stuff, this will be a "Custom Rule" and after you select the If condition of "Issue Matches" you have to go down to the "Advanced" link to switch to a "JQL" query instead of pickers to put in Mr. Allen's matching expression. You may also want to add in an "AND issuetype = Incident" to the matching expression (or whatever your major issue types are) if you happen to want different defaults for different major issue types (which isn't quite what @Edward Vitalos meant, but in conjunction with that, you might end up with several automation rules to create!). It might also be a good idea to throw in some more restricting conditions like only unresolved issues to avoid unexpected matches down the road.

Has this been updated or added to Jira?

No change yet.  Sorry.

Is there another way of doing this that I am missing?

You can resolve this issue in JIRA Service Desk projects by setting up a custom rule under the Automation settings so that when a request for support is emailed in and the issue is created it sets the request type to IT Help. If you have multiple service desk projects you would just have to setup the automation rule in each one.

Like # people like this

3 years later, no relief. Now, there's not even the ability to solve this with automation... How can this be so hard?

This has caused belated support to customers for us! Incredible that the API doesn't support this field for editing through Jira Automation, so that we in the very least can make our own workarounds. 

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Jira Service Management

Next level incident management in Jira Service Management

Hello Atlassian Community! We’re thrilled to announce some exciting changes to incident management in Jira Service Management Cloud, in order to give your teams extra muscle during incidents, and ...

1,491 views 20 12
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you