Problems

Configurability

Recently, it was added the possibility to create an issue using the Request type instead of the Issue type. This option is great because now it's not necessary to create automation or manually add the Request type after the ticket is created for customers to receive notifications, but not everyone wants to use this option.

Some companies may use many Request types with the same name and it may be confusing for the Agent that is creating the ticket or the list is very long and it's necessary to scroll down to find the Issue types.

Issue creation experience

When changing a request type, default values for fields are respected, but when changed to a request type without default values for that field, the previous request type's value stays.

If the Request/Issue type name is too long, it's not possible to view its entire name on the drop-down list.

Suggestions

Configurability

To give the administrator the right to deactivate this feature.

To give the administrator the possibility to display the issue types before the request types on this field.

To add the request type group name next to the request type in this field, without it impacting the request type name on the portal.

Issue creation experience

Blank out fields without a default for a given request type, when that type is selected. At least if the fields we populated automatically by the defaults of the previously selected request type.

Automatically change the size of the field based on the longest Request/Issue type name.

Show only the request types associated to the selected issue type, instead of the full list of request types in the project. 

Ability to lock out request types with security so particular users can't see them.