How to Create a Jira Service Management Request via REST API (Request Type) — Can I Use /rest/api/3/issue?

Jira Development Jira Cloud
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Hi everyone,

I’m working on an integration with Jira Service Management Cloud, and I’m trying to clarify the best way to create customer requests programmatically.

I see there are two APIs that can create issues:

:one: POST /rest/api/3/issue (standard Jira Software create issue API)
:two: POST /rest/servicedeskapi/request (Service Desk create request API)

From what I understand:

  • Using /rest/api/3/issue creates the issue in the project, but does not set the request type, meaning it won’t show up in the customer portal or trigger the normal notifications and SLA workflows.
  • Using /rest/servicedeskapi/request creates the issue and correctly sets the request type, making it a proper Service Desk request.

Questions:
:white_check_mark: Is it possible to set the requestType when using /rest/api/3/issue?
:white_check_mark: If not, is there any recommended or supported workaround to set the request type after creating the issue with /issue?
:white_check_mark: Are there any gotchas or best practices I should be aware of when using these APIs to create requests on behalf of customers (especially regarding permissions and field mapping)?

I’d appreciate input from anyone who has implemented this in production.

Thanks a lot for your help!

1 Like
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Hello @NarpatSuthar

Yes.

Google “Can I create a Service Request in Jira Service Management using the Jira Cloud REST API?” to be given a link to a YouTube video where someone gives a very good explanation and demonstration of the method.