Problem

When an issue is created via Jira Core Server Create Issue screen, the Customer Request Type will show "No Match" in the Service Request panel, which basically means that this field is empty:

It is because this field is not automatically set when a request is created from the Jira Core UI, while it is automatically set when the request is created from the Customer Portal. To make sure that this field is set when requests are created from the Jira Core UI, we need to:

• either add this field to the Issue Creation screen
• or create an automation rule that automatically sets this field

This KB article provides a way to automatically update this field using the Jira Service Management Automation module, in order to prevent this field from being empty when issues are created from the Jira Core UI.

 Note that if you want to search all the Jira Service Management requests with an empty Customer Request Type, you can use the following JQL query in the issue search page:

• JQL query for Service Management Server 3.10 and earlier versions:

  "Request Type" is EMPTY

•  JQL query for Service Management Server 3.11 and higher

  "Customer Request Type" is EMPTY

 Note that the Customer Request Type field can only be set via the Jira UI, or via the Automation rule, since there is currently no API end point that supports the editing of this field, as explained in the public feature request below:

• JSDSERVER-4609 - Getting issue details... STATUS

Solution

1. Go to Project Settings > Automation
2. Choose Add rule button in the top-right corner
3. Select Custom Rule > Next
4. When this happens...
   1. Add trigger: Issue created > Add
5. If these match...
   
   1. Add condition: Issue matches
   2. Switch to advanced mode

   3. Example JQL for Service Management Server 3.10 and earlier versions

      "Request Type" is EMPTY AND issuetype = "Help Desk"

      Example JQL for Service Management Server 3.11 and higher

      "Customer Request Type" is EMPTY AND issuetype = "Help Desk"

6. Then do this...
   1. Add action: Edit Request Type.
   2. Choose the correct Request Type to be updated. Be sure the Request Type is the same as the issue type.
   3. (Optional) Add action: Send email. This action is to avoid  JSDSERVER-4378 - Getting issue details... STATUS
   4. Choose the Reporter or Customers involved (to include Request Participants) and customize the content.
      - This will be a request creation email sent to the Customers just like the one Customers receive for creating a request themselves via the Portal or email.
7. (Optional) You can have multiple *IF* and *WHEN* for different Issue Types by clicking on "Add branch".
8. Save