How can I set customer request type when an issue is created within the JIRA channel?

I would like to set the request type to match the issue type for issues reported through the JIRA channel. Our customers would want to see all issues reported whether by agent or through the portal. When I try to add Customer Request Type in the automation tool it says it cannot do it. Is there a way to set the jql to set that field?

4 answers

I also need to set the Organizations field so that when an agent puts a ticket in for a client as the reporter, it will insert their Organization. I tried

    "fields": {
        "customfield_10002" : "Organization Value"


And it says successful on the edit, but didnt set anything. Please, all help is appreciated.

0 votes
Scott Harwood Community Champion Jun 18, 2017

Hi Stephen,

Unfortunately for the time being there is no way to set the customer request type field. This is a limitation imposed on us by the JIRA rest api. We have raised in issue with JIRA to get this fixed (, but unfortunately our hands are tied until that happens.

You can set the organization field, but you need to use its id (which is a bit ugly) 

"fields": {
    "Organizations": [1]

To get the id, you can navigate to the organisation and it appears at the end of the url.


Hope that helps.



That did work!! Is there a way to set it based upon the reporters organization value? So if a reporter is in the organization, set it to that?

Scott Harwood Community Champion Jun 19, 2017

Unfortunately not. I think it would be a great feature though, I have raise an issue for it.



Is there a way to set it to another fields value? Example: I have another field named organization that is coming from a database, can I set this organization to the value of that field, knowing they will always match?

Do you have any insight on my last reply? Would I need to write custom code, or use a different plugin?

Is there a way to set it to the value of another field? I have the proper Organization in a database field, and I would like to set it to that if possible

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