Set Request Type Automatically in Jira for Moved or Created Issues
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
Learn how to make Requests visible in the Customer portal by setting a Request Type.
For Jira Service Management Data Center, please visit Requests are not visible in the Customer Portal due to an empty Request Type in Jira Service Management
Solution
Empty request types
Requests show an empty request type (and become invisible on the portal) when they are moved into a service project from a non-JSM project. The fix is a Jira Automation rule that sets a valid request type.
Creating an automation to fill the request types
Request types are linked to specific issue types and must match the issue type to be selected. If they don't match, the automation rule will fail. To prevent this, we'll set conditions to ensure a valid request type is chosen for each issue type in the project.
Go to your service project > Project settings > Automation, then click Create rule.
Select the trigger Multiple issue events and include the events "Issue Created", "Issue Moved", and "Issue Updated" (in order to cover all scenarios that cause the problem).
Click New condition, then select the If/else block option.
Click on Add conditions and choose Issue fields condition > select 'Field: Issue Type' / 'Condition: equals' / 'Value: Bug' (for example).
Click on New action > choose Edit request type > select a request type that is based on the Bug issue type > Save.
Click on Add else and repeat steps 4 and 5, selecting another issue type and choosing a request type associated with it (you can add multiple 'Else-if' blocks according to the number of issue types used in your project).
Give your rule a name, then click Turn it on.
To confirm the rule's functionality, move a test issue into the project, let the rule run, and confirm that the request now appears on the customer portal with a request type set.
If notification issues persist after setting up the automation, verify that request types are correctly configured for all issue types and test email notifications to confirm delivery.
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