Problem Definition

You can change Issue Types in JIRA using the Move function in the issue screen. When you use this function to move Service Desk issues, then the request type is lost when you change the Issue Type in the move.

The workaround would be that to set the request type right after the move in the issue view by editing the request type field inline. However, this is not ideal as if forgotten or not done, then the issue is not viewable via the customer portal and so the issue could potentially be stuck waiting for customer but the customer has no visibility on it.

Suggested Solution

Include in the JIRA Issue Type move functionality the ability to specify the request type in the move function itself for Service Desk tickets so that the issue will have a request type as soon as the move is complete.