Automation for Changing the Request Type
Asked by Lucca Fernandes:

Good morning community,

I have a challenge to make an automation in JIRA so that whenever a type of the item is changed, also change the Request Type, so that the customer can view it on the Portal.

I did it as follows:

1. Whenever the item type is changed, it triggers the automation

2. I make a condition to validate the type of item

3. Based on the type of item I use the action of Edit the request type by defining the corresponding request.

![Captura de Tela 2024-08-14 a?s 11.19.19.png](/t5/image/serverpage/image-id/341789iDFFF134E29122F32/image-size/large?v=v2&px=999 "Captura de Tela 2024-08-14 a?s 11.19.19.png")

However, it is generating an error:

![Captura de Tela 2024-08-14 a?s 11.14.07.png](/t5/image/serverpage/image-id/341791iB7DFC2C9892CC8AF/image-size/large?v=v2&px=999 "Captura de Tela 2024-08-14 a?s 11.14.07.png")


Answers:
author: Adolfo Casari
body: [@Lucca Fernandes](/t5/user/viewprofilepage/user-id/5166305)The project SDC is an actual JSM project? Your trigger is a field change but maybe the issue that triggered it is not from a JSM project, so it can not find customfield_10010 (Request Type)


author: Samuel Gatica
body: Hi [@Lucca Fernandes](/t5/user/viewprofilepage/user-id/5166305)

1. Please ensure that the "Request type" field is included in the edit screen for that specific issue type.

2. Kindly note that you will only be able to modify the request if it falls under the same issue type.

Hope this helps

Best regards

Sam

comments: author: Lucca Fernandes
body: Hello [@Samuel Gatica](/t5/user/viewprofilepage/user-id/753028) , thank you for your feedback.

Yes, I've already checked the screen issue:

![Captura de Tela 2024-08-14 a?s 11.53.02.png](https://community.atlassian.com/t5/image/serverpage/image-id/341798i84B72E70ACAE1E49/image-size/large?v=v2&px=999 "Captura de Tela 2024-08-14 a?s 11.53.02.png")

Regarding the type of item, I have a type of request for each type of item, in this case what I am changing also has another type of request associated


author: Seon Shakespeare
body: Hi Lucca,

Here's a few things to check:

1. Is the "Request type" field on the Edit screen for the new issue type?
2. Is the request type valid for that new issue type?
3. Is your automation running for the correct projects and issue types?

Hope this helps!


author: Lucca Fernandes
body: Hello [@Seon Shakespeare](/t5/user/viewprofilepage/user-id/2079193) , as you can see in my previous answer, all these points have been verified.


author: Ponnappan Ganapathiya
body: Hi [@Lucca Fernandes](/t5/user/viewprofilepage/user-id/5166305) ,

I am trying to understand something here.

Is it SD project? and are you trying to change the native request type!

I can see custom field value error. I suspect that.

If I am not wrong there might be a field called "Customer Request Type" which changes the request type of SD tickets.


author: Lucca Fernandes
body: Hi [@Ponnappan Ganapathiya](/t5/user/viewprofilepage/user-id/5282370), Yes, it's an SD project. Yes, the field I'm trying to change the request type field (Native JIRA).


author: Seon Shakespeare
body: Hi Lucca,

In Jira Service Management, the field that controls the request type shown on the customer portal is called "**Customer Request Type**" Make sure your automation is using that field, not the standard "Request Type"

Hope this helps!


author: Lucca Fernandes
body: Hi, [@Seon Shakespeare](/t5/user/viewprofilepage/user-id/2079193)

Yes, I'm using this field anyway, I'll attach a print here so you can see

![Captura de Tela 2024-09-11 a?s 10.14.42.png](https://community.atlassian.com/t5/image/serverpage/image-id/346832iDF098E64899BE875/image-size/large?v=v2&px=999 "Captura de Tela 2024-09-11 a?s 10.14.42.png")


Tags: cloud

jira-service-management

jira-service-management-cloud