Current State:

The CSV importer in JSM does not expose the Customer Request Type field for mapping. Both the new CSV import experience and the External System Import (older path) have this gap. The field does not appear in the mapping dropdown in either flow.

Issues imported without a request type won't show on the customer portal. The only path today is to set request types after the import using Bulk Edit or JSM Automation. For large-scale imports, this adds significant manual overhead.

Proposed Future State:

The Customer Request Type field should appear in the field mapping UI for both CSV import experiences. Users should be able to map by request type name or numeric ID during the import itself. Imported issues would land with the correct request type already assigned and be visible on the portal from the start.

Alternative (e.g. Third Party Plugin):

No known third-party plugin fills this gap. The only workaround is post-import: Bulk Edit to update the field in bulk, or an Automation rule that assigns request types based on conditions like Issue Type or labels.