Edit Request Type action fails in Automation in Jira Service Management Cloud

Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

Summary

Automation rule configured with the Edit request type action are failing to update the request type. The audit log shows executions with the SOME ERRORS status and the following error message:

Edit request type

Error in updating the request type

Invalid request type value. Either you don't have permission or this request type does not exist. (customfield_xxxxx)

Cause

If the request type being edited in the Edit request type action has a restriction, and the user who is the automation rule actor is not included in the restriction as one of the users allowed to view the request type, the automation rule will fail. 

Request Type restrictions controls which users will have permissions to view certain request types. You can restrict request types by users, groups, customer accounts and customer organizations. If a user doesn’t have access to a request type, they won’t be able to raise that request as they won’t see it available as an option - even via search.  re

This includes the Automation for Jira user as actor. If the group atlassian-addons-admin, which refers to this user, is not allowed in request type restrictions, the automation rule will fail. 

Solution

Add the automation rule actor in the request type restriction as one of the user able to view the request type. To achieve this, follow the below steps:

  1. From your service project, select Project settings, then Request management, then Request types.

  2. Select the affected request type you wish to add the user to have access to.

  3. Select Restrictions.

  4. Add the users, groups, customer accounts or organizations you wish to give access.

  5. Select Add.

  6. Select Apply to save changes.

Learn more about

Add or remove restrictions on request types.


Last modified on Jan 9, 2025

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