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Using Customer Request Type in a Workflow Condition


I am trying to create different Resolved workflow transitions using based on the "Customer Request Type".  I want to make certain fields required for certain Customer Request Types. 

I am using the field value Condition. 

However, I cannot get it to show. 

Has anyone had any experience getting this to work?




5 answers

14 votes
Eddie Webbinaro
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 29, 2020

As others have pointed out, you need to use a String compare on OptionID.


Getting the customer request type keys  on cloud can be done as follows (screenshots below):

1) get issue ID (not key) by hovering over the "move","convert to subtask", or other ption from the ".." dropdown.
2) Pass this to the endpoint `/rest/servicedesk/1/servicedesk/request/<<issue-ID>>/request-types` in your browser
3) Note the *portal key* and *key* in the response
4) Combine those in form `<portalKey>/<key>` in the workflow condition




Step 1 - get issue id

Screen Shot 2020-05-29 at 10.15.39 AM.png


Step 2 Request Type "keys"

Screen Shot 2020-05-29 at 10.18.25 AM.png

Step 4 - set condition

Screen Shot 2020-05-29 at 10.22.32 AM.png

Note for Step 2, that the data returned may be multiple validRequestTypes, and you may need to sort through that list to find the specific request type that you are looking for by comparing the "name" attribute.

Like Eddie Webbinaro likes this

This works perfectly. Thank you for the detailed write-up.


What could be the reason, if when hovering over the "move", "convert to subtask", or other opption from the ".." dropdown there is nothing shown in in the lower corner of the browser? Thanks!

Like Mike Kirk likes this
Erica Larson
Community Leader
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Nov 29, 2022

If you switch to the old issue view in cloud instead of the new layout, you can get the ID using the hover method described.  I have not found a way to get the issue ID in the new layout.

Ivan Milosavljevic GET
I'm New Here
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Nov 15, 2023 • edited

Hi all, 

This doesn't work for me even though I followed steps and everything was as expected, set the condition like this and then it just doesn't appear where it should.

How could I troubleshoot this?reqtypecondition.png

Nevermind, it works as expected, I miscopied the ID :)

P.S. You can easily get issue ID from new issue view by selecting ... Export XML, then reading it in XML in line <key id="47542">EXAMPLE-123</key>

Hey I think I have a solution for you here. Prerequisite - install Scriptrunner as you will need the ScriptRunner console. Then:

1. create a ticket from the portal form (to later get the Request Type)

2. open script runner and run the following script for that issue

Screen Shot 2018-08-20 at 10.00.23 PM.png


of course, replace INTSD-50X with the number of your issue. Leave the rest as it is above.

3. See the ID (intsd/something as in your case intsd will be replaced by the ID of your project)

4. go to the validator and select to validate by ID, enter the ID from the script runner result there to represent the Request Type which was used to create the issue in the first place

Screen Shot 2018-08-20 at 10.07.18 PM.png

Cool, seems to be a workaround...

This worked for us, too.  We were able to set a Condition based on the Jira Service Desk field "Customer Request Type" using the Value Field condition.

I have the same issue with JSD. Value Field Condition is supposed to work when you give it a condition of String = 'name of the request type', but it's not working.

I am having the same need. I have one workflow, but different request types route slightly differently. Having a hard time making this happen...

me too, don't get the point in why this doesn't work as expected

0 votes
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Jan 25, 2018

Hi Michael,

Just to clarify, are you trying to get certain fields to show up on the screen based on the issue type chosen?

If that is the case you're going to need to look into an add-on such as ScriptRunner or Bob Swift CLI.

In addition, since JIRA does not change views based on selection in that manner I would also advise you create a Suggestion at JAC and post the link here so the Community can vote on it.



I am trying to have specific workflow transitions to show for specific Customer Request Types. We are using different types to handle slight differences in service desk requests. We are also using ServiceDesk Cloud so I don't think those are available to me.

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