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Suggestion
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Resolution: Fixed
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143
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15
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Currently, when moving an issue to another Service Desk project, you only have the option to change the issue type. It would be nice if you had the option of choosing the customer request type from the project that you are moving the issue to
- duplicates
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JSDSERVER-5025 Request Type is set to "No Match" when moving issues between Service Desk Projects
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- Closed
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- has a derivative of
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- Gathering Impact
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- is related to
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- Closed
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- relates to
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- Closed
- was split into
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- causes
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CST-6485 Loading...
[JSDSERVER-3613] Allow For Selecting Customer Request Types When Moving Issues Between SD Projects
3613 is partially fixed and 6403 has been created to fix it completely. Linking both the issues.
Still happening.... Moving Issue type in the same project.
Target Issue only has one Customer Request Type linked to it so should be able to automatically match it.
This should be easy to fix...
The problem also exists when changing the Issue Type within the same project!
Any clues as to why this isn't available in the API? Even if Atlassian didn't want to update the stock automation options, plenty of us are using third-party automation tools and scripts that could make the adjustment.
Currently I have no way to automate this update, which causes email notifications to be nonexistent. Very problematic and a manual step that could be avoided.
David LaVoie
added a comment - This would be a huge time saver for us, since we have to manually select these. If we don't, it doesn't send emails to Request Participants, a custom field we have set up that seems to have come with Jira.
David LaVoie
added a comment - This would be a huge time saver for us, since we have to manually select these. If we don't, it doesn't send emails to Request Participants, a custom field we have set up that seems to have come with Jira. This is something that's plagued me for years now in JIRA. I have the same request types in both projects and moving between projects causes "No Match" to show up.
nprasad
added a comment - Is there a way to change this ticket to a Bug ticket instead of a suggestion?
nprasad
added a comment - Is there a way to change this ticket to a Bug ticket instead of a suggestion? It's not assigned to anyone, so I assume we will not get any updates anytime soon!
nprasad
added a comment - +1 vote. This is a bug in the system and should be fixed. Automation Rules such as "Organizations Added" fails because of this.
When the ticket is “Moved” and the Issue Type changes, the “Customer Request Type” field is automatically cleared. Looks like the Send Email automation when organizations are added, requires the Request Type field to have a value, otherwise email send fails.
This process is not full proof and looks like the Move functionality was just moved over from the standard JIRA workflow to JIRA Service Desk without any thought on how it will work with service desk features.
I suggest that in the “Move” function in Service Desk, you require the Customer Request Type to be changed if the Issue Type is changed. That way the Automation Rules don’t break when issue types are changed on a ticket.
nprasad
added a comment - +1 vote. This is a bug in the system and should be fixed. Automation Rules such as "Organizations Added" fails because of this.
When the ticket is “Moved” and the Issue Type changes, the “Customer Request Type” field is automatically cleared. Looks like the Send Email automation when organizations are added, requires the Request Type field to have a value, otherwise email send fails.
This process is not full proof and looks like the Move functionality was just moved over from the standard JIRA workflow to JIRA Service Desk without any thought on how it will work with service desk features.
I suggest that in the “Move” function in Service Desk, you require the Customer Request Type to be changed if the Issue Type is changed. That way the Automation Rules don’t break when issue types are changed on a ticket. 
Adriana Wolfe
added a comment - Any update?
Prior to 3.7.0, the request type field would never show on the move issue workflow (across JSD projects). But that was fixed in 3.7.0.
But, what still remains to be addressed is: when moving from a non-JSD project to a JSD project, it does not ask for the customer request type to be set. This will be taken up as a separate bug - tracked using JSDSERVER-6403. Marking this suggestion resolved.