How to Sync Customer Request Type Field in Jira Service Desk on Jira Cloud

    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:

    replica.customFields."Request Type"   = issue.customFields."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.

    Note: If there are no rules for the Customer Request type in the incoming script, Exalate will automatically set a random request type based on the issue type.

    Note: 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.

    issue.customFields."Request Type".value =  replica.customFields."Request Type"?.value

    Note: 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.