Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
Next:
badges earned

Your Points Tracker
Challenges
Leaderboard
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Recognition
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Kudos
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

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

Update Request Type when changing Issue Type

Hi Atlassian community, 

As with most people, our fields and screens are configured based on the Request Type. We wish to be able to change [System] Service Request to [System] Incident. The transition works fine but post-transition the field layout isn't accurate as the Request Type defaults to null. 

I understand that we can't make this happen as part of that transition because at that point in time, the issue is still a [System] Service Request. I've tried to automate the process to trigger when the Issue Type changes and then equals [System] Incident, but the 'Edit issue fields: Request Type' errors as JSM doesn't provide an API for this. (Screenshot below). 

JSM Req Type.PNG

Is anybody aware of a workaround for this as we don't want to have to manually assign the only Incident Request Type we have each time we change an issue. 

Thanks,

Luke

1 answer

@Andy Hockenhull for visibility.

Sadly: https://community.atlassian.com/t5/Jira-Service-Management/How-to-setup-default-Service-Desk-request-types/qaq-p/237536

We have an on-prem install, and I tested the workaround suggested by @Mark Allen with partial success. It only accounts for when an issue is created from scratch. As in  your case, we have issues that had the wrong issue type initially, and you need to change the issue type, however I don't think there is an event trigger for issue type change, but you might be able to have an additional trigger of "status change" and look for the customer request type value. One additional catch: "No match" can be the result of customer request type being NULL/EMPTY, but it *also* can be a "No match" when it is still populated with the customer request type from the prior Issue type (which happens to not be valid for new issue type). So: you will probably want your IF condition on the rule to look for IS EMPTY OR the origin issue type's customer request type.

Suggest an answer

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

JSM June Challenge #2: Share how your business teams became ITSM rockstars

For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...

314 views 9 7
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