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  1. Jira Service Management Data Center
  2. JSDSERVER-5044

Update Request Type automatically when issue is moved to different project or different workflow

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    • Icon: Suggestion Suggestion
    • Resolution: Low Engagement
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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      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:

      1. The Request type Heartware problem is associated with the Issue type Problem.
      2. 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.

        1. reqType.png
          2 kB
          Michelle Chin
        2. rule.png
          11 kB
          Michelle Chin

            [JSDSERVER-5044] Update Request Type automatically when issue is moved to different project or different workflow

            Alex Cooksey made changes -
            Resolution Original: Won't Do [ 10000 ] New: Low Engagement [ 10300 ]
            Status Original: Closed [ 6 ] New: Closed [ 6 ]
            Charlie Marriott made changes -
            Resolution New: Won't Do [ 10000 ]
            Status Original: Gathering Interest [ 11772 ] New: Closed [ 6 ]
            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3012902 ] New: JAC Suggestion Workflow 3 [ 3651208 ]
            Eduardo Santos made changes -
            Description Original: h3. 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

            h3. Suggested solution
            Automatically update the request type corresponding to its issue type

            h3. 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_.
             !reqType.png|thumbnail!
            # 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.
             !rule.png|thumbnail!             		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|https://jira.atlassian.com/browse/JSDCLOUD-8405].
              {panel}
            h3. 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

            h3. Suggested solution
            Automatically update the request type corresponding to its issue type

            h3. 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_.
             !reqType.png|thumbnail!
            # 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.
             !rule.png|thumbnail!
            SET Analytics Bot made changes -
            Support reference count Original: 2 New: 3
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2665061 ] New: JAC Suggestion Workflow [ 3012902 ]
            SET Analytics Bot made changes -
            Support reference count New: 2
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2324785 ] New: Confluence Workflow - Public Facing v4 [ 2665061 ]
            Status Original: Open [ 1 ] New: Gathering Interest [ 11772 ]
            Angélica Luz made changes -
            Comment [ A comment with security level 'atlassian-staff' was removed. ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2054184 ] New: JSD Suggestion Workflow - TEMP [ 2324785 ]

              Unassigned Unassigned
              michin Michelle Chin
              Votes:
              6 Vote for this issue
              Watchers:
              9 Start watching this issue

                Created:
                Updated:
                Resolved: