How to read and set Customer Request Type in a post-action via scriptrunner?

[Pinesh Patel]

Hi,
We are creating some of our trouble tickets via API. As you may know, it is not possible to set the customer request type via the API. (As far as we researched.)

This causes another problem. JSD won't send out a notification for issue created events as long the customer request type is not set.

So what to do?

I am not very good at scriptrunner and it took me a good amount of time and research to figure out how to check if the customer request type is set to "no match" and set it to a default, so the issue created event will trigger a customer notification.

Sure later on our staff needs to change the customer request type, but they would have to set it anyway.

I am writing this because I did not find any working solution. Not even a close one while researching.

The script is the product out of sure a lot more than 10 different community threads, blog posts etc.

Surely it is not perfect, but it is working. Because I often found script parts with already obsolete code:
We run Jira Server 7.10.2 with Servicedesk 3.13.2 and scriptrunner 5.4.43.

import com.atlassian.jira.issue.CustomFieldManager
import com.atlassian.jira.component.ComponentAccessor
import com.atlassian.jira.issue.fields.CustomField
import com.atlassian.jira.issue.ModifiedValue
import com.atlassian.jira.issue.util.DefaultIssueChangeHolder
import com.atlassian.jira.issue.util.IssueChangeHolder

//Set the customer request type value I want to have for the api created issues.
final String CFVal = "hlpdsk/f02dda4a-2526-4023-a2f3-434548d7cb87" // hlpdsk/bymail

//Get the customer request type and log it. (As warning so it is shown in the workflow execution log)
//So you can look up the necessary value by creating an issue with that request type.
def requestTypeField = ComponentAccessor.customFieldManager.getCustomFieldObjectByName("Customer Request Type")
log.warn("Actual Customer Request Type: " + issue.getCustomFieldValue(requestTypeField))

//Check if the customer request type is 'null' (shown as no match)
//If yes, set customer request type to the initially set value.
if(issue.getCustomFieldValue(requestTypeField) == null)
{
   log.warn("Customer Request type recognized as null")
   String requestTypeValue = CFVal; 
   IssueChangeHolder changeHolder = new DefaultIssueChangeHolder();
   def requestType = requestTypeField.getCustomFieldType().getSingularObjectFromString(requestTypeValue)
   requestTypeField.updateValue(null, issue, new ModifiedValue(issue.getCustomFieldValue(requestTypeField), requestType), changeHolder) 
}

[Martina Riedel]

While there are ways to set the Customer Request Type when an issue is created, this is the only way I found to update the Customer Request Type for an existing issue.

When the issuetype is changed the Request type becomes invalid and our users have even managed to delete Request types in a way that leaves an issue with a reference to a non-existing Request type.

Thanks for posting this, I'll use it to fix broken Request types.

[David Fischer]

When you say you are creating tickets "via the API", do you mean the REST API? If so, you need to use a special Jira Service Desk REST API to create customer requests, it will allow you to pass the request type: https://docs.atlassian.com/jira-servicedesk/REST/3.15.3/#servicedeskapi/request-createCustomerRequest