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When we move tickets from one Service Desk project to another the end users have to select a request type, which is a pain. The values don't just copy over from project to project. Is there a way to fix this or is it an existing bug we're waiting to get fixed?
Thank you for reaching out.
Indeed, it is expected that you must select a new request type when moving an issue from one project to another. Please, allow me to provide you with more context about this:
Request types are basically used to allow your customers to see the issue in the customer portal and properly differentiate the type of request. They are mapped to issue types, however, each project has its own mapping.
Giving you a practical example:
We agree with you that the request type could be automatically set based on the issue type selected for the issue with a pre-determined request type, so we created the following feature request to improve the move client:
Feel free to vote and watch the suggestion to increase its priority and also receive notifications about any updates.
As a workaround, you can create an automation rule (Under project settings > Automation) to properly set the request type of new issues transitioned/moved, like the one below:
Let us know if you have any questions.