six years and 150+ votes later: and nothing.

Hi Scott, for that use case, your support reps would submit tickets via the web portal as well. That way they can properly set the field "Raise this request on behalf of" to the customer. The customer would then correctly be set as the reporter and receive notifications. This retains the Customer Type field and only adds a subtle change to your workflow.

I don't understand your comment Ron Chan.  The simple case is we allow users to submit tickets in through the Web Interface and we have a phone line where our support reps create tickets for the user.  When the support rep creates the ticket, we want the user to be notified and able to track the ticket.  But, in order for that to work, the Customer Request Type has to be assigned.  Which is the whole point of this request.

Initially, I too felt adding this functionality was much needed. But I've come to realize that ideally users should not be able to create tickets from both the Service Desk and the JIRA side of a project. Typically, the Service Desk forms are setup with the essential fields to be filled in and certain values are auto populated. While on the JIRA side, too often it has quite the opposite. This is how way we restrict general users from creating Service Desk requests from the JIRA side – see my comment in https://jira.atlassian.com/browse/JSDSERVER-4445.

It will be nice

+1

+1

The Request Type should be automatically set from the issue type / request type mapping already defined in Service Desk. This is a pretty glaring usability problem, we shouldn't need to use workarounds to have basic functionality.

I just set an automation rule to set the request type when a comment is added if the request type is not set. That way the first time you add a comment, the request type will be set no matter what.

Workaround would be useful if there would be possible to use "Issue Moved" event

Hello aigarsl316925622,

in the automation development tutorial: Automation Rule Components

The example creates a issue assignee changed when handler. This can be easily changed to a move (changed project key) / change (changed issue type) when handler.

Regards,
Tim

Workaround would be useful if there would be possible to use "Issue Moved" event. Customer Request Type is reseted when moving between projects or changing Issue Type.