Why does the Create screen show both Issue Types and Request types?

[Michael Sheehan]

On the Create screen, the 'Type' field displays both the Issue types and the Request types.

Why is this? It's just duplicating the options and causing some issues with our automation rules.

Is there any way to hide either the issue type or the request type from the dropdown?

[Pramodh M]

Hi @Michael Sheehan 

When a customer creates a ticket from the portal, we need to map the request types to the issue type to have the Schemes associated with that in Jira.

The request type is for Customer Portal and the Issue type is for Jira.

You cannot restrict the dropdown values when you are creating an issue from Jira or in Automation. If you do so you will not be able to see the request type when you create an issue.

The request type should be mapped to the Issue type, that's how JSM works and we cannot change it!!

Thanks,
Pramodh

[Michael Sheehan]

Hi Pramodh,

Thanks for your response. I 100% understand how the mapping works! We have our mapping setup correctly.

My question is, why are they both showing in the Create screen > Type field? It doesn't make any sense. It should be configurable to show one or the other.

We have internal users who create issues using that screen and they keep asking why there are duplicate values in that field? 

As an example, our 'Bug' issue type is linked to 'System Defect' request type. Both are showing in the dropdown. We also have others like this. So our users cannot understand why we display both values in the dropdown.

Is the whole point of mapping not to avoid scenarios like this??? 

Thanks,
Michael

[Michael Sheehan]

Is the whole point of mapping not to avoid scenarios like this??? 

[Lennart Verkaik]

I have the same problem, got here hoping to find a solution. 

Because the dropdown also includes issue types, my backend users are creating al lot of issues without a 'Customer Request Type'. This is because they often choose an issue type instead of a request type. Subsequently, users that only have access to the customer portal cannot see those issues.

I think I will put some trigger on the issue types to prevent them from being created without a customer request type. 

[Michael Sheehan]

Hi Lennart.

The way I got around that particular problem was via the Automation tool.

I created a rule where by, when an issue is created:

IF issue type = X then set request type = Y

Hope that helps!

Regards,

Michael 

[Lennart Verkaik]

Hi Michael, 

Thnx, I might try that, or enforce choosing a request type. For some issue types we have multiple request types, and I want to keep that for now. 

Kind regards,

Lennart

[Clifton Foster]

Don't you just love how we customers have to figure out how to make their software work for us. This Request Type/Issue Type is a typical REAL issue that they just seem to ignore. I will do as Michael Sheehan suggests. Thank you.