Introduction
JEMHCloud uses the Jira Service Dest Rest API to resolve the possible Request Types. If the user doesn’t provide one, JEMHC will dynamically resolve the first possible Request Type for the selected Issue Type.
A default customer request type key can be configured within a JEMHC project mapping via the Project Mapping → Issue → Service Desk → Request Type field. Not all the possible Request Types are valid for the selected Issue Type. If the Request Type is invalid, JEMHC will use the default when creating the issue (a warning will be provided in the event’s report).
The request type can also be set via Directives, e.g.: #requestType=”Technical Support”
The customer request type field can only be applied during issue creation. It’s not changed when processing comments or updates emails at this time.