Issue Types are not appearing under Request Types

[고범석]

Is this a Jira outage?

Issue Types are not appearing under Request Types, and I’m unable to search for them.

I’ve searched for solutions and tried clearing my cache, but the problem persists.

Suspecting a configuration issue, I created a new site with a new account and set up Jira again, but the same symptoms are occurring.

I thought it might be because I’m on the free plan, but I don’t think Atlassian would be so harsh.

If anyone knows a solution or is aware of the current situation, please let me know~!!

[Trudy Claspill · Accepted solution]

Hello @고범석 

Welcome to the Atlassian community.

You can check for incidents and outages here:

https://status.atlassian.com/

The Request Type field will show only the Request Types that are mapped to the Issue Type for the issue you are editing.

What is the Issue Type of the issue you are editing? If you go to Project Settings / Request Types, do you see that issue type associated to any Request Type?

[고범석]

Project Settings / Request Types is available in Jira Service Management but is not visible in Jira. Instead, the screen that appears is under Project Settings / Issue / Types as shown below.

Similarly, in Jira Service Management, I cannot find Issue Types, but Request Types are mapped. Below is a screenshot.

The image below is a screenshot confirming the same issue after creating a completely new account, new site, and Jira.

[Trudy Claspill]

The native Request Type field is valid only for use in Jira Service Management projects. That field should not be included in any other types of projects.

What is the project type for the project in the first image you provided in your original post? Get that information from the Type column on the View All Projects page under the Projects menu.

If it is not a Service Management project then the field should be removed from the screens because it is not applicable to any project type other than Service Management.

The options under Project Settings will also be different for a Service Management project depending on whether or not it is Team Managed or Company Managed. In a Company Managed Service Management project you will find both Request Types and Issue Types. In a Team Managed Service Management project you will find only Request Types.

[고범석]

Thank you for the detailed response.

The first image shows the screen where I used the "Submit a request or incident" issue type in Jira.

As you said, I am using Service Management's scheme together in Jira.

As you suggested, I will create and apply a new issue type.

Although I considered creating a new issue type, the last attached image shows that I did not proceed with that. Instead, I created a completely new site and Jira project using a completely new account instead of the existing problematic one. After the creation was completed, I did nothing else and simply created one issue with the Task issue type. However, it did not appear, leading me to suspect that there might be an issue with Atlassian. Why is this happening??

[Trudy Claspill]

The last image indicates that you created a Software project.

Which Project Template did you select to make that project? Did you elect to create it as a Company Managed project or a Team Managed project? That information should show at the bottom of the navigation panel on the left, in the same screen as you showed in the image.

The Request Type field should not be included in a Software Project, but perhaps it is included in some of the software project templates. I have not seen that field appear in any of the software projects I have created. but I have not tried every template.

[고범석]

The last image was from a team management project, but the same issue occurs with a company management project. The project where the problem mentioned in this post occurs is also a company management project.

We used Request Types in Service Management to copy issues to Jira and assign assignees based on the Request Type. While the issues were copied successfully, the problem in my current project is that the Request Type cannot be found when assigning assignees.

You mentioned that the Request Type field should not be included in Software projects, but in our previous company, we were able to see the Request Type to verify that requests were accurately mapped to assignees. It wasn't very visible when judging by icons. Is there another way to determine this?

[Trudy Claspill]

At your other company were you using Jira Cloud or Jira Server/Data Center?

In Jira Cloud I don't think it would be possible to copy the Request Type system field from a Service Management project to a Software project because the values for Request Type are specific to a project, and the Request Type entity doesn't exist within Software projects.

What process are you using to copy the issue?

If you are using an Automation Rule, then you could create a custom text field in the Software project to hold the Request Type Name. During the rule you could copy the Name attribute from the Request Type field of the Service Management issue to the text field of the Software issue. You could then use that custom text field to determine who the assignee should be.

[고범석]

I made a mistake. After specifying a single project in the Automation feature, I tried to use the branch feature to access issues in another project, but it didn’t work. When I changed it to multiple projects, it functioned correctly.

Also, it seems that what we were discussing was inconsistent. I was only thinking about IssueType and wasn’t aware of Request Type. Thanks to you, I learned a lot. IssueType was visible before, but I now think it might have been hidden because many issues occurred when making changes.

Thanks to you, I was able to resolve it successfully. Thank you~