When issue type is changed request type is nulled

[František Vůjtek]

Hello There, im having issue when im changing issue type from Incident to Task, my screen will change the sorting of fields and request type field is nulled. 

Im sending screens before and after changing the issue types. Both of them have same screen settings. 

Do you know by an chance, why is this happening?

[Walter Buggenhout · Accepted solution]

Hi @František Vůjtek,

Yes. A request type is linked to an issue type. So if you change the issue type of an issue, the previously selected request type is no longer valid and it is cleared.

Similarly, screens and workflows are linked to issue types as well. If you see the order of screens being updated, that is because a different screen configuration and layout is being applied.

Hope this clarifies! 

[František Vůjtek]

Oh ok i get it. And what about the layout or screen settings?

Why after issue type has been changed there is different sorting for the fields? Where i can set it to be same for all issue types?

[Walter Buggenhout]

As I mentioned, @František Vůjtek: the layout of screens is also linked to your issue types. If you change the issue type of an issue, you will see the screen layout that is linked to the new issue type. If that is not the same as the old one, you will see a lot of stuff being rearranged.

Basically, if you notice the issue type of an issue is wrong, don't update the issue type on screen, but use the move issue function to do this in a controlled manner. See this support article to learn more about how that works. 

[Walter Buggenhout]

How you can set the same screen configuration and lay-out for all issue types is different between company-managed and team-managed projects.

[František Vůjtek]

Im sorry. but i don´t get it. 

Im talking about Jira Service Managment. And i don´t see there to change the issue type structure for choosen issue types. 

You are talking about company-managed and team-managed project.

It means that somebody is using same issue type so im getting their settings in my projects?

[Nic Brough -Adaptavist-]

In Jira Service Management, there are two layers to anything a customer raises.

Jira uses "issue types" to control a lot of the configuration (what screens are used, what fields are seen, what workflows are followed).  Issues are the core of Jira, they are the things your people work on.

It uses the project the issues are in to do some more of it (permissions and notifications for example)

JSM layers another thing on top of the issues - Requests.  A request is almost (but not entirely) a display object for the customers.  They are a layer in front of an issue.  You can create issues without a request in a JSM project, but you can't have a request without an issue, because the issue is storing most of the data.

Projects in Jira can be team or company managed, and that makes their administrative setup very different.  The docs Walter have pointed to are what you need to work through, but you need to know which one to read.  Look to the bottom left of the screen when you are looking at a part of a project, the sidebar will say "you are in a team-managed project" if you're in one of them, or it'll mention company managed, or possibly not have anything at all, if you're in a company-managed project.