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JIRA SERVICE DESK

Customer Request Type is a Jira Service Desk field. Jira Service Desk project handles the request type based on the mapping of the request type to the issue type. 

The Customer Request type depends on 

  • The service desk project
  • The issue type
  • The request type

 Each request type is based on an issue type. A single issue type can be the basis for many different request types.

Source side

Outgoing sync

Add the following script to send the data of the request type issue field.

Jira Cloud:

replica.customFields."Request Type"   = issue.customFields."Request Type"
Jira Server:
replica.customFields."Customer Request Type"   = issue.customFields."Customer Request Type"


Destination side

Each request type in a service desk is based on an issue type. To set a request type for a local issue Exalate needs to know the name of the issue type the request is based on.

Make sure that the issue.typeName is set to the proper issue type and the request type is valid for that issue type.

Incoming sync

You can set a request type manually in the incoming sync. 

The example below helps to set the request type to IT Help for the received issues from the remote side. 

Depending on the Jira Service Desk version the name of the customer request type might differ. Please make sure that you have the correct custom field name in the script.

Jira Cloud:

issue.customFields."Request Type".value =  "IT Help"
Jira Server:
issue.customFields."Customer Request Type".value =  "IT Help"

See Also