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)

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.

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

I'm still struggling with no match, is this an issue after years and years of requests?  It's very frustrating for a novice JIRA admin.

Thanks Steve for that quick reply. I was also doing exactly the same. But still no luck. The issues created through emails still shows as "No match" after getting added as tickets in JIRA Service Desk.

1. Open up the Project Settings of the Service Desk project you want to update.
2. Click on Automation.
3. Click Add rule and create Rule:
   1. When - Issue Created
   2. If - Issue matches - ""Customer Request Type" is EMPTY" 
   3. Then - Edit request type, set it to <the request type you need it to be>

Hello Steve,

Could you please gve more details on how you have set up the automation rule. I am trying to do it but the value for request type is not getting set.

Thanks Jeff. I have now found what seems to be a slightly more elegant solution. I have set up an automation rule for this project only that updates the Request Type on Issue Creation. This removes the need to add post functions down at the workflow level.

I do not. It would be the same code examples above, only you could include the same code into if/if else statements like:

if(project = X){do X}

 elseif(project = y){do y}

 elseif(project =z){do z}

etc etc. This is a very rough in idea and not valid if statements. You'll need to use the actual groovy identifiers to get your project names and such.