How to clear Request Type when converting a request to a sub-task

[James Murray]

In JSM, when we convert a Request to a sub-task, the Request Type field in the sub-task is populated with that of the initial Request with red text and an error message around it.

How do we clear this out as obviously a sub-task doesn't have a request type and the red text looks bad.

Thanks,

James

[Marc - Devoteam · Accepted solution]

Hi @James Murray 

First of all, why are you converting, this will mean the reporter of the request can't follow the request in the portal anymore.

Best practice is, if work is required to no be visible on the portal, based on the request), create a sub-task under the request.

[James Murray]

Understood. This is for an internal help desk and the requester has the ability to see sub-tasks also. It is just part of our workflow.

The feature exists to convert to a sub-task and it does work for us. We just need to get the request type cleared out.

[Marc - Devoteam]

Hi @James Murray 

On converting an issue to a sub-task the trigger in an automation can't be the Field Changed based on issue type as the convert action doesn't trigger an automation rule.

See, JSWCLOUD-22432 

So your automation should trigger on something else defined in the converted issue, or use a manual trigger.

The edit should be an advanced JSON

Example rule, with edit to clear Request Type:

[James Murray]

Thanks Marc, I will give this a try!

James

[James Murray]

This works perfectly. Thanks so much @Marc - Devoteam 

My automation runs on an hourly schedule for any sub-tasks where:

"Request Type" IS NOT EMPTY

This is fine as doesn't need to be real time and will just fix any it sees within an hour.

James

[Manoj Gangwar]

Hi @James Murray welcome to the community!

You can create an automation.

• Trigger: Field Value changes ( select Issue Type)
• Condition: Issue Type is Sub-task
• Action: Edit Issue > Set field "Request Type" to blank

[James Murray]

Thanks @Manoj Gangwar , I tried that but unfortunately it doesn't allow me to edit the Request Type like this:

If I then use the Edit request type action then it won't allow me to leave it as blank:

Could you show me your automation and how you were able to achieve this. Maybe I am missing something.

Thanks,

James