No Request Type after making a new Ticket in Post-Functions

[Roland Uittenbogaard]

Hello,

In Short: We are creating a new ticket in an (End) Status with Post-Functions but the new ticket has no Request Type so the new ticket is not visible for the customers in the portal. Althoug we allready use the feature 'Default request types'.

Longer: We have two workflows. One workflow for the Issue Type 'Ask a Question' and another workflow for all other Issue Types. Maybe we decide that a ticket is not an 'Ask a Question' but should be a 'Bug' Issue Type. We move the ticket to the End Status 'Bug Created', see figure 1.

On the transition (Create Bug) to the End Status 'Bug Created' we use Post Functions to generate a new ticket with Issue Type 'Bug' and that ticket will be created in the other workflow. See Figure 2: Post Functions implemented.

The Bug ticket will be generated in the other workflow with Issue Type 'Bug' but the ticket has no Request Type and therefore is not visible for customers in the portal. (In figure 2 we first did not have the line: Request Type: Set to: Bug, we tried that later but also doesn't work)

It is strange because we use the feature 'Default request types' that should automatically assign a Request Type if a ticket only has an Issue Type and no Request Type. See figure 3.

So lastly we tried to define the Request type in the Post Functions. But it gives an error. The Bug ticket is still generated but again without a Request Type.

Any Ideas?

[Ste Wright · Accepted solution]

Hi @Roland Uittenbogaard 

I'm not sure I'm clear what the need is for the duplication of the Issue Type, why can't you just change the Request Type from "Ask a Question" to whatever Request Type is linked to a Bug?

If there is a need to clone it in this manner, I think it'd be simpler to use Automation - and clone/set fields that way (assuming there is Request Type linked to the Bug Issue Type, as @Kris Dewachter suggests).

Ste

[Roland Uittenbogaard]

Hi @Ste Wright 

Yes we could just change the Request Type from "Ask a Question" to "Report a Bug" or change Issue Type from "Ask a Question" to Bug. My collegues tell me that it was setup like this because they want to keep the history of the tickets, i.e. they want to know which tickets started with a question. 

Ok, I will try to make one with Automation and see if that might be working better. Yes we have Issue Type Bug linked to Request Type "Report a Bug"

Thank you for the idea.

[Roland Uittenbogaard]

Hi @Ste Wright @Kris Dewachter ,

I tried to make an Automation as you suggested. So we have a ticket with Issue Type "Ask a Question" and Request Type "Ask a Question" and we move it to the end status "Bug Created".

I made the following Automation, see figure below.

1. First without "Edit request type" but the new clone ticket Bug has no Request Type.

2. As above with "Edit request type". Note that you normally choose "Edit Issue" and then choose the field Request Type, but you get a warning: "Request type can't be edited here. You will need to use "Edit request type" action instead. 

But unfortunately the new Bug tickets has again no Request Type. The audit log says:

So a new issue is made with Issue Type Bug but changing the Request Type to "Report a Bug" fails.

We do have different workflows for Issue Type "Ask a Question" and "Bug".

Any ideas?

[Roland Uittenbogaard]

It looks as if the rule "Edit request type" thinks the ticket is still an Issue Type: "Ask a Question" and not a Bug. 

I will try two options.

1. Pause of 2 seconds between Then: and And:. Maybe those rules are carried out almost at the same time. Is that possible?

2.  After Then: add a rule with If: Issue Type equals Bug, and then End: Edit request type of this issue.

[Roland Uittenbogaard]

Tested #2. Doesn't work. Well the new clone ticket, bug is generated but with no Request Type. See new Automation below.

See Audit Log.

So the issue condition is referring to the old "Ask a Question" ticket SD-1450 and not to the new cloned Bug ticket SD-1784...

[Kris Dewachter]

Hi @Roland Uittenbogaard , The "Edit Request Type" action in the automation rule is trying to edit the trigger issue.

You need to create a "Branch" in your automation rule to get the newly created issue first, and perform your 'Edit' action there.

BR,

Kris

[Roland Uittenbogaard]

Hi @Kris Dewachter @Ste Wright ,

Oh yes, You have to be careful what the trigger is. The trigger is referring to the old ticket. Now I understand how that works.

I implemented and tested your solution. And it works. So, thank you both very much for explaining and your time.

Regards,

Roland

[Kris Dewachter · Accepted solution]

Hi @Roland Uittenbogaard ,

Is the request type correct? Do you have a request type named "Bug" ?

Request types are not the same as issue types.

What are your settings of the "Default Request Types" ? The documentation states this is used when changing the issue type of an existing issue. It doesn't mention anything about creating new issues so I'm not sure that will work.

Best regards,

Kris

[Kris Dewachter _ACA_]

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[Kris Dewachter]

@Roland Uittenbogaard , If you have a request type "Report a bug", then in your workflow, you should also fill the field "Request Type" with "Report a bug" and not "Bug"

[Roland Uittenbogaard]

Hi @Kris Dewachter ,

Oh yes that is a good one! The Request Type is called: Report a Bug, not Bug. I did not look carefully, it can be so easy :-) So now I defined in the Post Functions: Set Request type to: Report a Bug and it failed. Next, Set Request type to: "Report a Bug" and now it does create the new Bug ticket, but still without a Request type.

The "Default request types" is a feature which gives the ticket a Request Type if it has none. You can find it under project settings and then Features, and then under Feature Lab. 

Before, if tickets were created in the portal it automatically had a Request Type (and automatically assigns an Issue Type) but if tickets were created directly in Jira by admin or agents it had no Request Type, only an Issue Type. The feature "Default request type" should assign a Request Type automatically. And that worked. If we made a ticket directly in Jira with only an Issue Type it did assign a Request Type automatically. The settings for "Default request type" is a mapping from Issue Type to Request Type, so e.g. you define the Issue Type Bug and then select "Report a Bug" for the corresponding Request Type, and so on for the other Issue Types.

Now, if I create a ticket directly in Jira, I also see the field Request Type. I don't know if that is because I use the feature "Default request type" or that we did later add the field Request Type on the Create ticket (don't remember).

I would expect that if we create a new Bug ticket with Issue Type Bug and with no Request type it would automatically assign the Request type "Repor a Bug".

So If we start with create ticket (in Jira, not portal) it works, but if we create a new ticket with post-functions I get a ticket with Issue Type Bug but without a Request type and so the ticket is not visible for the customer. But because we use the feature "Default request types" I would expect it to work also.

[Roland Uittenbogaard]

It looks like the feature "Default request type" works with:

1. Create ticket. Only if you create a new ticket in Jira because on the create ticket you also see the field Request Type as a mandatory field, with a red * and it changes automatically if you choose another Issue Type.

2. Changing the Issue Type as you point out.

And doesn't work if you create a ticked with Post Functions...

[Roland Uittenbogaard]

See above for the solution from @Kris Dewachter of this issue.