Update Customer Request Type on Issue Type Change


A few months ago I worked with someone from the JIRA team that helped me with the Automation plug-in that helped me fix this problem. But since an add-on update (I'm assuming), it has stopped working.

When a ticket is sent through email to our helpdesk, it is automatically given type "Incident" and customer request type "Get IT Help." When it is changed to a "Service Request," the custom request type goes to "No match." This causes problems with notifications on the issue between the customer and a helpdesk member.

In the edit issue portion of our Automation, we had this under Additional fields: {"update":{},"fields":{"customfield_10000":"IT/3d595fbe-0a17-49e0-89ab-f893104075af"},"historyMetadata":{},"properties":[]}

It used to work, but now I'm getting errors in the Audit log: 

Error editing issues
IT-20740 (Invalid customer request value (customfield_10000))

2 answers

2 accepted

1 vote
Accepted answer
Nick Menere Community Champion Aug 02, 2017

Hi Samantha,


We have written the process up at: How can I update the JIRA Service Desk request type for an issue


It's not straight forward but hopefully our docs can guide you throug it.




Hi Nick, does this automation for Jira action (setting cusomter request type field) works for Jira Cloud?

Nick Menere Community Champion May 16, 2018

Hi Fernando,

Sorry but Jira still doesn't offer the required APIs to do this, as such we are still hamstrung and can't do this.




1 vote
Accepted answer
Scott Harwood Community Champion Aug 24, 2017

Hi Samantha,

I am not sure if you are using our cloud or server offering, but just to let you know we have just released support in server for setting request type via the simple field picker.

In cloud unforuntately we are still restricted by the APIs and can not offer this functionality.



Thank you, Scott! We have server so this worked perfectly.

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