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Type:
Suggestion
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Resolution: Low Engagement
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None
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Component/s: None
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None
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3
NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Problem definition
Request type is always No match if
- the issue has been created directly in JIRA
- the issue type has changed by editing this field (same workflow)
- the issue type has changed by moving the ticket (same project but different workflows)
- the ticket has been moved between different Service Desk projects
Suggested solution
Automatically update the request type corresponding to its issue type
Workaround
If the Move operation involves status changing, you can use the workaround below:
- The Request type Heartware problem is associated with the Issue type Problem.
- Create an automation rule like the one below and include all existing request types and issue types. Whenever the status of any issue changed, if the issue type is not matching with the request type, set it accordingly.
