When using Jira Cloud to create issues from Slack, the request type field does not populate

[Courtney Costa]

If I create an issue using Jira Cloud in Slack, the request type field doesn't get populated in the ticket. How do I fix this?

[Trudy Claspill]

Hello @Courtney Costa 

Welcome to the Atlassian community.

What command are you using in Slack to create the item?

In what Type of project are you creating the item? Get the project Type information by looking at the project list available from Projects > More Project > View all projects.

[Courtney Costa]

I'm clicking the three dots in the Slack message then choosing "Create issue from Jira cloud"

Our project is a Service management project.

Thank you!

[Trudy Claspill]

After clicking that do you get a pop up to choose the project and issue type to create? Does it give you any other fields to fill in?

I don't have access to test this out myself, but I think you would have to ensure that the Request Type field is part of the Create Issue screen for the type of issue that you create. 

I also found information in the document below about being able to create a JSM request by responding to a message with an emoji.

https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/chat?tab=request-channel#getting-started-with-chat

But I've not yet figured out how it determines the value for the Request Type.

[Courtney Costa]

[Courtney Costa]

Just went through the steps of making a ticket in Slack. The second question asks about issue type. When I select one and create the ticket, it's not populated in the full ticket itself.

[Trudy Claspill]

If you go directly to Jira to create the issue and select the same project and issue type, do you see a separate field for Request Type in the Create dialogue?

If not, then ask your Administrator to add that field to the Create screen for that issue type. Then see if the field is available when you create the issue from Slack.

[Courtney Costa]

Sorry, where do I go to create a ticket within Jira?

[Trudy Claspill]

Click the +Create button in the blue bar at the top of the screen. 

Note that Issue Type and Request Type are two different fields in JSM.

[Courtney Costa]

There is work type and request type available.

[Trudy Claspill]

On that screen make sure you select the same Work Type that you are selecting when creating the item from Slack. If you do that do you still have the option to set a request type?

[Courtney Costa]

When I create an issue from Slack, there is no option for Work Type. Only "Project" and "Issue Type"

[Trudy Claspill]

Work Type and Issue Type are the same thing.

Atlassian is shifting their terminology from "Issue type" to "Work type" and not all integrations have caught up with that change.

[Courtney Costa]

Got it, thank you for that info! When I am creating the issue in the portal itself, I choose Data Request Form work type, and then it populates Data Requests request type. In Slack, I choose Issue Type - Data Request Form - PNC.

[Trudy Claspill]

Thank you for that additional information.

It appears that it might not currently be possible to prompt for the Request Type when creating an issue from Slack. Refer to

https://jira.atlassian.com/browse/API-285

You may want to escalate this to your Jira Admins to have them contact Atlassian Support directly to confirm this.

I saw an older post from 2021 where a user chose to implement a work-around. They created a custom field that listed the same options available for Request Type and had that field appear in Slack. Then they used an Automation Rule to read that field after the issue was created and set the Request Type field for the issue accordingly.