Request Type Automation

[Tim Patrick]

Pulling my hair out on this one.

When a tickets issuetype is changed, the Request Type field is not updating and just giving a No Match entry.

I already have the Automation pluggin, but i cant figure out a way to get it to do what i want.

The field ID for Request Type is 12600.

One of the issue types i have is "Service Request" where the request type should be "Raise a Service Request".

Any ideas?

[Charlie Misonne · Accepted solution]

Hi Tim

I had this issue a while ago. I solved it by using Jira Service Desk's automation (not the automation for Jira add-on). You can configure it on the project configuration page under "automation".

1. WHEN
   • Issue Created
   • Status Changed
   • Comment is added
2. IF
   • Issue Matches:
     Type:  Service Request
3. THEN
   • Edit Request type:
     Raise a Service Request

Add an If + Then clause for each of your issue types.

Unfortunately there is no "when issue is edited". But in the end the customer request type will be corrected as soon as a comment is added or a transition is made. Which is important for sending notifications I remember.

[Tim Patrick]

I was worried that might be the case, but thought i would try my luck.

Thanks for the response.