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  1. Jira Service Management Cloud
  2. JSDCLOUD-8405

Update Request Type automatically when issue is moved to different project or different workflow

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

      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. 

            [JSDCLOUD-8405] Update Request Type automatically when issue is moved to different project or different workflow

            Liron added a comment -

            We’ve reviewed this ticket and this issue is a strong candidate for our roadmap.

            Stay tuned for updates.

             

            Thanks again,

            Liron Deutsch

            Product Manager, Jira Service Management

            Liron added a comment - We’ve reviewed this ticket and this issue is a strong candidate for our roadmap. Stay tuned for updates.   Thanks again, Liron Deutsch Product Manager, Jira Service Management

            Zhi-Xian Goh added a comment -

            Hi Atlassian,

             

             So far the suggestion is to add an automation for every project as below:

            https://confluence.atlassian.com/jirakb/automatically-set-customer-request-type-when-issue-is-created-via-jira-859463969.html

             

             However, this only applies when an issue is created directly in Jira portal or moved to another project, given that project also had this automation rule applied.

             How about the other situations when the issue type had been edited or moved to another issue type within the same project?

             

            Zhi-Xian Goh added a comment - Hi Atlassian,    So far the suggestion is to add an automation for every project as below: https://confluence.atlassian.com/jirakb/automatically-set-customer-request-type-when-issue-is-created-via-jira-859463969.html    However, this only applies when an issue is created directly in Jira portal or moved to another project, given that project also had this automation rule applied.  How about the other situations when the issue type had been edited or moved to another issue type within the same project?  

              rcrossman@atlassian.com Rachel Crossman (Inactive)
              esantos@atlassian.com Eduardo Santos
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                Created:
                Updated:
                Resolved: