problem with automation rules

[lorain tachefini]

i made a rule that when i change the status of a issue it makes a development ticket only problem i am now having is that i cant seem to get the request type changed. now when i use the automation rule it makes the dev ticket but the request type stays empty. made a addition to the existing rule to change it and also tried using a new rule that checks on issue creation if the request type is empty it should change it to request for change

[Julie d_Antin _Elements_ · Accepted solution]

Hi @lorain tachefini 

Can you add a screenshot of your Automation rule? That should make it easier for Community members to make suggestions on what you need to change.

[lorain tachefini]

[Julie d_Antin _Elements_]

Just to make sure I understand your use case, when a Jira Service Management request is moved into the Development status, you want to create another issue for a development team. I assume this will be in a Jira Software project, and not a JSM project.

You mention that the request type stays empty, but in Jira Software there are no request types (it's a JSM feature). Could this be the problem? 

Here's an explanation of the difference between request types and issue types: https://community.atlassian.com/t5/Jira-Service-Management/What-is-the-difference-between-issue-type-and-request-type/qaq-p/1213451

[lorain tachefini]

so it is not possible that when i generate this ticket with automation, that i also assign request type automatically?

[Julie d_Antin _Elements_]

Automation has an action to edit the request type, but can you perhaps explain why you need to have a request type for an issue that is not created through your JSM portal?

[lorain tachefini]

we want to make a ticket in our development project when we set the status of our support tickets to a development status. As we have different types of change requests, i want to change the request type for a better overview of all development tickets we got. to make it faster and not a burden for the development team i want it to change the request type by status it has been given.

[Julie d_Antin _Elements_]

If your development project is in Jira Software, you cannot have a request type, that is a JSM feature only.

You can however create different issue types, for example one issue type for each different type of change request.

You could also set a field depending on the request type (for example a custom field, or the components field) and then set up your reporting or boards based on that field value.

[Joseph Chung Yin]

@lorain tachefini -

I agreed with what @Julie d_Antin _Elements_ reply that "Request Type" is exclusively for JSM project(s).  NOTE - In JSM, "Request Type" is related to issue types.  On the Jira Software side, there is just issue type.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.