Set 'Service Desk Request Type' automatically when an agent creates a Service Desk ticket for a user

Hey guys,

I need to know if it is possible (and if yes how) to set the Service Desk Request type automatically when an agent creates a ticket for a user (instead of the user creating it by itself via mail or portal).

Background is that mails send by the agent doesn't get send out to the user as long as no Request type is defined. And as this is not intuitively visible for the agent, info get lost for the users.


1 answer

This widget could not be displayed.

You can do this either with a post function on create, or using the automator plugin. You will need to know the raw values for each of your request types from the database. 


This ticket has some info and instructions using the plugin, however the concepts are the same as a post function in workflow. Feel free to reply if you have any more questions, we used that information to correct this in our environment. 

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Tuesday in Jira

What modern development practices are at the heart of how your team delivers software?

Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...

171 views 1 3
Join discussion

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you