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  1. Jira Service Management Cloud
  2. JSDCLOUD-1835

Update request type upon issue type change.

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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Auto set the Customer Request Type when there is only one associated with the Issue Type.
      or
      Auto set the Issue Type when choosing the Request type

      Steps to reproduce:

      Make sure you have at lest two Request Types, each one related to a different Issue Type.

      1. Create a Issue
      2. Change the Issue Type

      The Request Type field will show "No Matches", even when there is only one Request Type available for the Issue Type.

      Product team update 22 August 2022

      Hi all,

      We have recently launched a new feature "Default request types" that should solve this problem.

      To access this feature, simply click on "Project Settings" > "Features" and scroll to the bottom. 

      If you turn on this feature, whenever an issue is moved or any other action is taken that causes the request type to be lost, the request type field is updated so that it is not null. 

      By default, it will select the first request type alphabetically. But you can override the default by setting the request type yourself. 

      This is a "Feature Lab" feature which means that it is an early solution that will be refined later on. This feature does work as expected and will be fully supported. 

      So, what will change?

      1. We are looking to have the default request type selection be respected in the issue create experience within Jira. This is not available now but will be available later. 
      2. We will eventually move this out of the Feature Lab and provide a better UX but this will provide an immediate solution to those that need this.

      I'd love to know whether this feature meets your expectations, looking forward to hearing from you all!

      Kind regards,

      Jehan Gonsalkorale

      Product Manager, Jira Service Management

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              rcrossman@atlassian.com Rachel Crossman
              pjunior Paulo Junior (Inactive)
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                Created:
                Updated:
                Resolved: