Any update on this feature. We would really love to see this rolled out soon. thanks

I assume the following issue is related: https://jira.atlassian.com/browse/JRACLOUD-79309

Any progress on that issue? "Late next month" has passed 

Jehan - thanks for the update. What exactly do you mean by 'if an issue is moved'? Are you saying that if I change the issue type that it will auto-select the request type?

Hi all, 

We are working on a solution to this problem. The first release is planned for late next month where we will auto-select a request type if an issue is moved. We will also roll out improvements to the "Create" issue experience where there is a split select that auto-selects a request type where one is available. 

The first release will autoselect the first request type of an issue type alphabetically but we later intend to let admins configure which request type should be the default per issue type. 

I would love to hear your thoughts on this, hope it helps. 

Best regards,

Jehan Gonsalkorale

Product Manager, Jira Service Management

It beggars belief that: 1) Why this needs to be voted on in the first place as it is clearly not a feature request, it is something that should not happen. 2) That this has been open for 7 years!  Come on Atlassian, I resolved the issue with a simple automation routine, surely you being owners and developers can put a proper fix in place in less than 7 years.

The only reason these things don't get enough votes or watchers is because nobody knows they are there.  I didn't know the existence of this request until I have logged the issue as a support ticket so using those numbers as a basis to not do anything is simply not acceptable.

This is causing us issues since moving from Data Center to Cloud. I understand there are architectural differences between the versions but these types of missing functionally (in this case essentially missing a field on a screen), it just baffles me...

The sooner the better on this one

Any updates pls, scheduled for when?

Any updates on this ticket? 

The automation does work unless the issue has an invalid request type assigned to it already. We filter some of our email requests through to another issue type and we have a specific request type for one of the issue types. Unfortunately it does not swap them because the original request type stays on the job even though its logically impossible for it to be assigned. I have reached out to Atlassian about this bug but no answer yet.

EDIT: Atlassian got back to me today, turns out there is an action to re-fetch the issue data so this now works correctly

They've added an option in Automation Rules to change the Request Type on the available triggers / conditions.

Would be better as default functionality on changing Issue Type but in the meantime you can use an Automation Rule as a workaround?

Any update on this ? 

ridicilous.... open since 6 years?? 

Can we please get an update and status of when this issue will actually be planned and worked: Auto set the Customer Request Type when there is only one associated with the Issue Type????

This does not seem to be a complex task for the development team and feels like they should be able to knock this out pretty quickly OR at least provide the ability to set the request type during the move wizard.

thank you

Hi all,

I have struggled a lot with this and managed to get the request type updated by automation. Here are steps how.

 1. Find a field ID of a Request Type field:

      a. You can use API: {YourDomain}/rest/api/3/issue/

      b. And find “requesttype” field and copy the Field Id

2. Then you need to find for your project various request types keys using this API (this uses internal Jira rest API that is a subject to change according to Attlasian)

      a. {YourDomain}/rest/servicedesk/1/servicedesk/request/

/request-types

      b. Replace issue ID  in the URL by an issue ID from your project (to get issue ID use the REST API from step 1)

3. Here write down the portalKey and Key values for each request type that you are planning to use 

4. ** In the automation you can use trigger - update issue type - and then use an advance edit field option to update the request type.

          a. The field update value should consist of Project key + “/” + Key

          b. In the advanced edit field option in the automation use JSON such as following example (use the custom field Id found in step 1):

{
 "fields": {
 "customfield_10010": "TEST/default006"
 }
}

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

This is a long term major issue for us as well as employees tend to forget to reset the Customer Request Type after an issue change. Currently I am subscribed to a filter to detect any missing Customer Request Type values on Jira Serivce Mangement issues and then manually fix them. This is annoying and I really would appreciate having this feature to be able to be set within an Automation rules.

Voted for it!

running into this now..  this platform needs wayyyyyyy more agility in the way we can change things.

This is so urgent! When issue type is changed, the request type becomes a blank field. And customers won't receive the "customers notifications" emails when a public comments is added, for example. This is so dangerous! Please, Atlassian, give attention to this problem. Agents won't notice the problem and customers stop receiving notifications!

 Another basic functionality that is missing that I'm voting for among so many...

Based on the roadmap it looks like request type will be editable in automation in Q2 this year so there is light at the end of the tunnel. I think it will make a great impact and make things a lot simpler.

https://www.atlassian.com/roadmap/cloud?status=comingSoon&selectedProduct=jiraService 

Workarounds are great, but should not be necessary. This should be basic, out-of-the-box functionality.

Edit: cannot add screenshots here, trying to explain via plain text.

The second part can be seen by a reply i wrote here: https://community.atlassian.com/t5/Jira-Service-Management/Automate-Request-Type-change-upon-Issue-Type-change/qaq-p/1271735#U1691289

Hello everyone,

we found a workaround for this limitation.

The request type cannot be changed via automation or be included on a transition screen, however it can be changed via transition by utilizing the post-function "Update Issue Custom Field" and use it to set a value to field "Request Type".

You will need to get the know the technical name of the desired request type as you cannot inform the label the customer sees (it will just empty the value of your field)

For this you can either reach out to Atlassian to check your Clouds database or use the following solution:

Use post-function "Copy Value from Other Field" and configure it to copy value from field "Request Type" to any Free-Text-Field. Now the technical name can be extracted from your designated text field.

To use this with automation you could set up a rule that triggers a self-looping transition which has this post function.

Best Regards

Dan

Jehan - any status on this? thanks

This missing feature makes it a nightmare to manage omni-channel requests.  I also have automations that create tickets in specific scenarios and I can't select the request type.  The fact that you tie the user interface to the request type and it won't update makes it an awful experience for our CS agents.  When dealing with high volumes (1000+ requests/day), it adds a drop down selection and a screen refresh for every single transaction.

Also very eager to have this, glad to hear it is planned.

Jehan - thanks for the update. I am curious though - what are the other higher priority stories/issues your team is working now which is causing the delay on this?  Why can't the 'request type' field be added to the change issue type wizard so that the user can automatically set it when changing issue types and setting any other fields. This seems like a fairly easy implementation to me AND should be high priority due to the new issue layout and several other areas of the system trigger off of the request type and what it is set to. Thanks 

Hi all, thank you very much for your interest here. We are looking to solve this soon but won't be able to focus resources within the next few months. It is, however, an item that is assigned to a team and we intend to get onto it once we wrap up our current initiatives.

I know this is not the news you want to hear, but very keen to avoid overpromising. That said, this will be worked on in the medium-term.

Kind regards,

Jehan

We would like this as well, please!

This is a bug, not a suggestion/feature!

IS there any update on this request? Can you add a step to the move issue wizard to allow the user to set the request type when remapping fields? 

Type should be Bug, not Suggestion.  Failing to update the Request Type manually (the only feasible way) after changing Issue Type, leads to a multitude of strange behavior.

By the way, If an issue is created outside the Portal (by API or by an Agent) without a Request Type, "Reply to Customer" will not send an e-mail to the customer! This can lead to some pretty disastrous customer interactions to say the least.

It is sad that I have to use legacy automation to accomplish this. All of the features of legacy should of been mirror with the new automation. The rationale for leaving this out I cannot think of any reason for it.

by the way, try to use the legacy automation on project level (not the new automation) to change the request type

+1

I dont understand why the missing of such important information while copying or changing issue type is not rated as a bug. 

by the way: when changing the issue type, the request type is NOT lost... the old request type remains but not visible.! clearly a bug!

Adding this feature would make my life incredibly easy. 

Hi Urmas,

We are facing same issue here with the request type being cleared when changing issue type.

I've tried your proposal with Jira automation, but unfortunately, it seems change of request type can not be automatized. through Jira automation.

The error below is in French, but says that there is no API in Jira Service Desk for changing Request Type.

Jira Team, please implement this change request, or fix the missing API.

So this is how we did it:

Automation rule for all issye and request types and according rules are created separately.

1. When this happens
   1. Status changed
2. If these match
   1. Issue matches:
      issuetype = "yourissuetype1"
3. Then do this
   1. Edit request type name to "yourissutype1"

I don't know if you get it. A picture would show more but here I can't show it to you. 

Br,
Urmas

BUT you can use automation rules so that when someone changes to issue status it changes the issue type as well. That's how we resolved it.

Optimists

I have to agree with Ilaria,
This should not be very difficult, to develop and implement, just match 2 fields and show result.
Or eliminate 1 option, and use only 1 value or field on both locations.

Is there a threshold on these tickets for gathering interest before it is considered being implemented?
What can be done to expedite this process?

A response would be appreciated.

This task has been opened for 5 years now. Please, implement it as soon as possible

We are using cloud version of Jira servicedesk as wel.

I have implemented a work around through automation rules, where with every status change, the issue type is checked, and the matching request type is set.
We have set this in the rule for every issue type and matching request type. We only have 1 request type per issue type.
We categorize every ticket when it comes in through a transition screen, which also changes the status to ensure that the rule is implemented.

The automation rule looks  like this:

When this happens: 'Status changed'
If these match... : 'Issue matches:  issuetype = Incident'
Then do this... : 'Edit request type name to "Incident"'

Otherwise, if these match... : 'Issue matches:  issuetype = change'
The do this... : 'Edit request type name to "change"'

Etc...

This works very well for us in multiple projects, so hope it helps...

I am suprosed as it was working for me before, now it is not working anymore!

This needs to work again or implemented asap!!!!

We also need this. Out use case is on issue creation assign request type. Using Jira Service Desk Cloud here.

We absolutely need this. After shadow boxing with workarounds to try and make this software fit our workflow, we finally hit on something that might work only to find that we can't change the Request Type! Truly a "head meet desk" moment.

We need this feature urgently has it impacts the rollout of our large Service Desk project 

I cant believe this change hasn't been developed.  Just imagine assignee being cleared when the issue type changes.. 

Additional problem - the db stores the old request type thus making it hard to find the issues with a broken request type links.

Vital to our Servicedesk Project:

• We categorize the issues by changing the issue type.
• Allows us to automatically switch to relevant custom fields and workflow based on the request.

Kind regards

Thomas P. Hargreaves

Jira guy at Mobile Industrial Robots

+1 This is vital, as currently the only way to change the Request Type is manually using inline editing. We often have that turned off due to various other gaps (such as the inability to enforce Validators for simple inline edits).

We at times need to change an Issue Type after the issue is created, which causes JSD to set the Request Type to "No match". Without inline editing (which is far too deficient in capability to use in many cases) our users have no way to set Request Type back to a valid value.

This means that unless a user with inline editing enabled gets involved, customers (1) won't see the issue in the portal and (2) won't receive future notifications!

Please see this issue for more info: https://ecosystem.atlassian.net/browse/JSDECO-36

This is a feature I would very much like. In theory you should be able to state that a Issue Type is linked to X Customer reference.

E.g Change and New Feature requests are different but to the customer they are just a Change.

I recently submitted a ticket on this issue as well (IS-1973). Having issues auto select their matching Service Desk Request Type upon changing of the JIRA Issue Type (if there is only one association in Service Desk) would be a small but extremely helpful improvement. I get asked for this by my help desk guys more than any other feature, so that they won't have to remember to set it!

bump.

any update?