How to make the "Request Type" required

[Eduardo Allen]

Dear Community, hi and thanks in advance for your help.

I would like to make the Request Type field a mandatory one but I don't find a way to do it since this one is locked.

Is there a way to proceed with this? If yes, can you please let me know how to do it?

Best regards,

Eduardo 

[Brant Schroeder · Accepted solution]

@Eduardo Allen It is not possible, there is a feature request that you can vote for here https://jira.atlassian.com/browse/JSDCLOUD-8406

If your agents or internal team members are creating issues in Jira Service management I would suggest that they use the raise a request feature which has them raise the issue in the portal and will ensure that the request type is set.  

[Eduardo Allen]

Thank you Brant

[Maciej Dudziak _Forgappify_]

Hi @Jerome F_ 

I have checked and confirmed that the workflow Field Required Validator available in Jira is working. Start typing in the field and search for the 'Request Type' field to ensure that users select a request type other than the 'No Request Type' option.

If more complex validation is needed, it is also possible to validate the Request Type field using a Jira Expression-based validator available in third-party apps on the Marketplace.

For example, if you want to allow only the Service Desk Team to submit tickets without a request type, the following expression can be used:

The above example is from the Jira Expression Validator, which is part of the Workflow Building Blocks for Jira

I hope it will help.

Cheers

[Jerome F_]

Hello @Maciej Dudziak _Forgappify_ , thank you for helping and pointing to your own app.

You're saying tho that it isn't required as the workflow Field Required Validator available in Jira is working for that, which I tried : 

Edit Workflow > Select transition > Validator > Add Validator > Field Required Validator 

Then in "Fields required for this transition:" I search for Request Type, but it is not there....

Again, thank you for pointing to your own app, which I understood is a big habit in this forum community and is most of the time disguised or at least not properly stated, which is not totally your case since your company name is on your profile, anways, I'm willing to keep my Jira instance with the less add-ons possible as some of them can turn into non-free apps at some point. 

[Maciej Dudziak _Forgappify_]

Hi @Jerome F_ 

Yes,  the Request Type field is definitely available in Field Required Validator, and it works. I did tests.

Are you using the old editor?

[Jerome F_]

Are you using Jira Cloud like I am ?

Yes I am using the old editor, I also tried the new and the result is the same, I can't find that field, i'm only getting the custom fields that also contain "request type" as you can see : 

[Maciej Dudziak _Forgappify_]

I am guessing that on your Jira instance, "Customer Request Type" is the field you are looking for. Some time ago it was how it was named. There are 2 ways to confirm it:

1. Check your field configuration and look for it, most probably it will be a Locked field with some description pointing to the correct one.

2. Use /rest/api/2/field rest api to find out how the Jira sees the field. Search for a field with type: "sd-customerrequesttype"

{"id":"customfield_10010","key":"customfield_10010","name":"Request Type","untranslatedName":"Request Type","custom":true,"orderable":true,"navigable":true,"searchable":true,"clauseNames":["cf[10010]","Request Type"],"schema":{"type":"sd-customerrequesttype","custom":"com.atlassian.servicedesk:vp-origin","customId":10010}}

[Jerome F_]

Hello Maciej,

Indeed that is it ! Silly me for not trying it out I was sure that this was a custom field but it's not, "Customer Request Type" does in fact refer to the "Request Type" field of Jira Service Management.

I thought so because it is very confusing, to me it says that this field is only used in 1 project (which is an archived project on top of it), not sure why it shows that but anyways, I could confirm that it does work.

Thanks a lot for your time and help :)
Best regards

[Angélica Luz]

Hello @Eduardo Allen,

Thank you for reaching out to Atlassian Community!

As Brant mentioned, it’s currently not possible to make the Request Type required when creating the ticket via Jira (Create button).

A while ago was added the possibility to create an issue via Jira and select the request type from the create screen:

The other workaround is to create the ticket via the portal as Brant also mentioned because when creating from the portal the request type is automatically added.

Besides those two options, you can also create an automation rule to add a request type if the request type field is empty when a new ticket is created.

In this case, it’s necessary to use the Legacy automation, since the new Automation doesn’t have the option to update/change a request type. For more details about the workaround, please check the documentation below:

• Automatically set Customer Request Type When Issue is Created via Jira

Kind regards,
Angélica

[Jerome F_]

Hello @Angélica Luz ,

I have indeed found the "Edit request type" action in Legacy Automation, but what about using it in the condition section ?

I my case I need this field to be populated only when it is left empty, but it's not available in the condition section... So you can modify the field, but not check its value ??? so weird...

Maybe there's a way through JQL ?


Regards

[Maciej Dudziak _Forgappify_]

Hi @Jerome F_

A lot changed since 2021. I believe it is possible to make it required using workflow validator. Is it a company-managed project. Do you want to make it required on Global Issue Create?

[Jerome F_]

Hello,

It's a company-managed project. I want to make it required in this project only.
On ticket creation or on resolution I don't really care (maybe better on creation tho ^^)