Problem definition

Request type is always No match if

• the issue has been created directly in JIRA
• the issue type has changed by editing this field (same workflow)
• the issue type has changed by moving the ticket (same project but different workflows)
• the ticket has been moved between different Service Desk projects

Suggested solution

Automatically update the request type corresponding to its issue type

Workaround

If the Move operation involves status changing, you can use the workaround below:

1. The Request type Heartware problem is associated with the Issue type Problem.
2. Create an automation rule like the one below and include all existing request types and issue types. 
   • https://confluence.atlassian.com/jirakb/automatically-set-customer-request-type-when-issue-is-moved-or-created-via-jira-1026039858.html