Problem
Unwanted inheritance from selecting an unsuitable Custom Field Defaults for the Default Project Mapping . For more information on Default Project Mappings: Use Project Mappings.
Values such as the Issue Attributes and Custom Field Defaults set in the Default Project Mapping will be inherited unless overridden and for Custom Field Defaults these need to be overridden on the rule level.
This may cause an issue when setting a Service Desk project as the Default Project Mapping . Having a Custom Field Defaults containing Customer Request Type may cause subsequent Project Mappings to inherit said Custom Field Default.
If Customer Request Type is set in the default project mapping:
During testing we have observed that having a Custom Field Defaults containing Customer Request Type may cause subsequent Project Mappings to inherit said Custom Field Default (as expected). Due to this you may see the following in your Report or Processing Details:
This is because the Project Mapping affected is not a Service Desk project.
Solution
When setting a Default Project Mapping please assess that any Custom Field Defaults set are relevant to additional Project Mappings.
If you are using a Service Desk project as a Default Project Mapping and are additionally planning to use Business or Software Project Mappings. Please be aware that the Custom Field Defaults must be relevant to the Business and Software projects as these will be inherited to these projects.
The Default Project that is used as a last ‘catchall’ and remove the Custom Field with Customer Request Type from the Default Project Mapping and use project mapping rules to map inbound addresses to the Service Desk and Business Projects specifically and only set Customer Request Type within the Service Desk Project Mappings.