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Setting Customer Request Type to an issue when creating it via REST API

Nadezhda Hristova

Dear Atlassian community,

I would like to ask you if there is a way to set the CRT of an issue when creating it via REST API on the Cloud platform. I read some articles but none of them were helpful. From my testing, all I get is:

I tried with ID, I tried with name but I get the same result. The field is included in the create issue screen. I would be very happy if you could give me some advice

Best regards,
Nadezhda Hristova

Accepted answers

Dirk Ronsmans

Hey @Nadezhda Hristova ,

Seems that it's not as easy as just any regular field

The process is described here https://confluence.atlassian.com/jirakb/how-to-set-the-request-type-when-creating-an-issue-using-jira-rest-api-in-atlassian-cloud-974366000.html

All comments

Dirk Ronsmans

Hey @Nadezhda Hristova ,

Seems that it's not as easy as just any regular field

The process is described here https://confluence.atlassian.com/jirakb/how-to-set-the-request-type-when-creating-an-issue-using-jira-rest-api-in-atlassian-cloud-974366000.html

Nadezhda Hristova

Hey Dirk,

Thank you very much for the fast response. Everything looks nicely explained but I just have trouble with this API call:

rest/servicedesk/1/servicedesk/request/ISSUE_ID/request-types

I put it as it is but I also tried with the service desk portal id, issue key and so on. I did not have success - I get the 404 error.

Is it possible to explain it in a bit more detailed manner? I would be very thankful

Best regards,
Nadezhda Hristova

Dirk Ronsmans

Hey @Nadezhda Hristova ,

to use that endpoint you need to use the issueID and not the issue key.

In the related Cloud issue (https://jira.atlassian.com/browse/JSDCLOUD-4917) it is actually mentioned by one of the comments.

Note that's it'sissue id(eg. 123456) and notissue key(eg. SDA-123) - might be why you're getting 404.
When requesting that endpoint, the value of the customfield is the combination ofportalKeyandkeyfor the customer request type that you want:portalKey/key. So in the example given in the workaround articles, the response tohttps://YOUR_HOSTNAME/rest/servicedesk/1/servicedesk/request/ISSUE_ID/request-typeswould have been something like:
{
  { "validRequestTypes": [
     { 
        "id": 123, 
        "cvId": 12, 
        "portalKey": "sda", 
        "portalId": 10, 
        "key": "getithelp",
        [...]
     },
     [...]
  ]}
And therefore the value would besda/getithelp

You can find an issue id by requesting /rest/api/3/issue/<issue-key>.

https://jira.atlassian.com/browse/JSDCLOUD-4917?focusedCommentId=2490016&page=com.atlassian.jira.plugin.system.issuetabpanels%3Acomment-tabpanel#comment-2490016

So you'll first have to call the /rest/api/3/issue/<issue-key> endpoint to get the issue key and then use the issueid to go on to the next step

Nadezhda Hristova

I got it the right way this time. Thank you, Dirk!

And since I am here on the topic of REST API, could you tell me if there is a way to get the id of this button and its options in the portal:

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