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Bug
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Resolution: Not a bug
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Low
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None
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2.5.0
NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.
Issue Summary
When a Service Desk issue is created directly in JIRA, the Customer Request Type is not set in the created issue.
Steps to reproduce.
- Create a Service Desk project.
- Create an issue in this project directly from JIRA.
- Open the issue and look at the "Service Desk Request > Request Type" section.
- This will always show "No Match"
Expected Result/Behaviour
- Service Desk picks the default Customer Request Type.
Actual Behaviour
- Service Desk shows No match in the field in red.
Possible Fixes:
- Service Desk sets a default value for the field.
- This field is automatically added to a Service Desk issue creation screen and is set to required.
- is related to
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JSDSERVER-3425 Add a drop down option "Service Desk Request" to the Create issue button in JIRA.
- Closed
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- Gathering Interest
- relates to
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- Closed
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[JSDSERVER-2006] Customer Request Type not Set when issue created from inside JIRA
| Workflow | Original: JSD Bug Workflow v5 - TEMP [ 2304045 ] | New: JAC Bug Workflow v3 [ 3125497 ] |
| Status | Original: Done [ 10044 ] | New: Closed [ 6 ] |
Linda Falk
added a comment - But if you have more than one issue type with the same request type, that would not work.
For example:
- Customer request type: Marketing support, issue type: Service request
- Customer request type: Request new functionality, issue type: Service request
Then we can´t use automation.
Why is it so hard to open up so that the Request type field can be added and visible on a screen?
Linda Falk
added a comment - But if you have more than one issue type with the same request type, that would not work.
For example:
Customer request type: Marketing support, issue type: Service request
Customer request type: Request new functionality, issue type: Service request
Then we can´t use automation.
Why is it so hard to open up so that the Request type field can be added and visible on a screen? Automation is what got it working for me.
I actually used a collector in a SD project and based on a custom field values (used as source reference) I used automation to set the customer request type.
You can also set it with a script pf in the workflow if that's of any use.
Linda Falk
added a comment - The thing is, if the Request type field was visible when adding it to an issue screen (for example the create issue screen) everything had been fine. Now, when adding the Request type field to a screen it is still not visible when creating a JIRA task from JIRA software (not the customer portal). I guess that´s because of some settings, but I can´t do any changes because the field is locked. grrrr 
Linda Falk
added a comment - The thing is, if the Request type field was visible when adding it to an issue screen (for example the create issue screen) everything had been fine. Now, when adding the Request type field to a screen it is still not visible when creating a JIRA task from JIRA software (not the customer portal). I guess that´s because of some settings, but I can´t do any changes because the field is locked. grrrr | Workflow | Original: JSD Bug Workflow v5 [ 2058003 ] | New: JSD Bug Workflow v5 - TEMP [ 2304045 ] |
| Workflow | Original: JSD Bug Workflow v5 - TEMP [ 2055509 ] | New: JSD Bug Workflow v5 [ 2058003 ] |
| Workflow | Original: JSD Bug Workflow v5 [ 1956201 ] | New: JSD Bug Workflow v5 - TEMP [ 2055509 ] |
| Workflow | Original: JSD Bug Workflow v4 [ 1615011 ] | New: JSD Bug Workflow v5 [ 1956201 ] |
| Description |
Original:
h5. Issue Summary
When a Service Desk issue is created directly in JIRA, the Customer Request Type is not set in the created issue. h5. Steps to reproduce. - Create a Service Desk project. - Create an issue in this project directly from JIRA. - Open the issue and look at the "_Service Desk Request > Request Type_" section. - This will always show "*No Match*" !SD Customer Request Type.PNG|thumbnail! h5. Expected Result/Behaviour - Service Desk picks the default Customer Request Type. h5. Actual Behaviour - Service Desk shows No match in the field in red. h5. Possible Fixes: - Service Desk sets a default value for the field. - This field is automatically added to a Service Desk issue creation screen and is set to required. |
New:
{panel:bgColor=#e7f4fa} *NOTE:* This bug report is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding bug report|http://jira.atlassian.com/browse/JSDCLOUD-2006]. {panel} h5. Issue Summary When a Service Desk issue is created directly in JIRA, the Customer Request Type is not set in the created issue. h5. Steps to reproduce. - Create a Service Desk project. - Create an issue in this project directly from JIRA. - Open the issue and look at the "_Service Desk Request > Request Type_" section. - This will always show "*No Match*" !SD Customer Request Type.PNG|thumbnail! h5. Expected Result/Behaviour - Service Desk picks the default Customer Request Type. h5. Actual Behaviour - Service Desk shows No match in the field in red. h5. Possible Fixes: - Service Desk sets a default value for the field. - This field is automatically added to a Service Desk issue creation screen and is set to required. |
Yeah, that's why I used a custom field 'Source' or type in your case, depending on that custom field's value I automated setting the request type.
Don't ask me lol. I also think that the field should be visible. Also even in scripts request types need to be referenced with token like names. ( u can query them in db)