Set the Request Type when creating an issue using REST API in JSM Cloud
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
This article explains the JSON data required to set the customer request type when creating a Jira Service Management request using the Jira Work Management (/rest/api/2/issue or /rest/api/3/issue) endpoint in Cloud.
Use the JSM endpoint first. The /rest/servicedeskapi/request handles request-type assignment automatically and is the supported path. Only fall back to /rest/api/2/issue or /rest/api/3/issue if you need fields that the JSM endpoint doesn't accept.
The correct (and easiest) way to create a Jira Service Management request via REST API is to use the Jira Service Management Cloud REST API 'request' endpoint: /rest/servicedeskapi/request.
If you are using Jira Data Center you may want to see the following article instead: How to set Request Type when creating an issue via REST API using /rest/api/2/issue endpoint
Solution
Getting the necessary IDs
To get a list of the request type keys needed for this operation, first get the Issue ID of an existing issue in the relevant project, then use it to retrieve the values.
1. Go to your project and click on any issue.
2. Edit the URL to the following format, keeping the issue key:
https://<yourinstanceurl>.atlassian.net/rest/api/2/issue/<issuekey> 3. Search for "id" and copy its value (this ID is numerical)
4. Go to the URL below to get the list of request type keys (use the issue ID copied in step #3)
https://<yourinstanceurl>.atlassian.net/rest/servicedesk/1/servicedesk/request/<issueid>/request-typesNote that this is an internal endpoint that is not officially documented and can change without prior notice.
Combine the values to form the Request Type ID
Once you get a list of the existing request types in your project, you can combine the values of "portalkey" and "key" attributes in the body of your API request as the value of the Request Type field. The correct format is "portalkey"/"key".
Examples of valid values:
"sda/getithelp"
"sda/36fc55b4-df3e-4c73-9481-9470d545678a"
Each request type is based on an issue type and can only be selected for issues of the associated type. If the chosen request type isn't based on the correct issue type, it will result in an error.
Now, to set the value for the Request Type field when creating an issue via API, you will need the Request Type custom field id. You can get this id by accessing the address below (using any valid issue key) and searching for "Request Type":
https://<yourinstanceurl>/rest/api/2/issue/<issuekey>?expand=namesMake sure that the Request Type is added to the Create issue screen.
Here is a sample JSON data that works:
{
"fields": {
"project": {
"id": "10205"
},
"summary": "Something's wrong",
"issuetype": {
"id": "10100"
},
"priority": {
"id": "1"
},
"components": [
{
"id": "10000"
}
],
"customfield_10202": "sda/getithelp"
}
}Confirming that the request type was set
Open the issue in the agent view or the customer portal, and verify that the Request Type field shows the expected value. If it's blank:
The
customfield_XXXXXvalue was wrong — verify the"portalkey/key"format.The request type doesn't match the issue type you created.
When this won't work
The Request Type custom field must be on the Create Issue screen for that project/issue type. If it isn't, the call succeeds, but the value is silently dropped.
This applies only to Cloud REST v2/v3. Data Center uses a different payload shape.
We have an open Feature request to have the official REST API endpoint, including the request type key:
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