Could not create an work item with type `[System] Service request`

General Questions
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1

EASE-52926 Error:

Could not create an work item with type `[System] Service request` on project `FJI`: Either the customer doesn’t have access to the request type, or the request type doesn’t exist..

It was already working and is still working for incoming incidents, but not for the request types of Service requests.

These types are existing and such tickets can be created via portal, but not via exalate interface.

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2

The error message you’re seeing—“Could not create a work item with type [System] Service request on project FJI: Either the customer doesn’t have access to the request type, or the request type doesn’t exist”—typically points to a permissions or configuration issue with the Service Request type in your Azure DevOps project.

Here are some steps to troubleshoot and resolve this:

  1. Verify the Work Item Type Exists
    Double-check that the [System] Service request work item type is present in the FJI project. Sometimes, work item types can be renamed, removed, or not enabled for a specific project. You can check this in Azure DevOps under Project Settings > Work Item Types.

  2. Check User Permissions
    Ensure that the user account configured for Exalate has the necessary permissions to create Service Request work items in the FJI project. The account should have at least “Contribute” permissions for work items of this type.

  3. Request Type Accessibility
    Even if the type exists and is accessible via the portal, Exalate uses API calls, which may have different permission requirements. Make sure the Exalate user has API access to this work item type.

  4. Mapping Configuration
    Review your Exalate sync rules and mappings to ensure that the correct work item type is being set. If the mapping is dynamic, confirm that the logic correctly resolves to [System] Service request for the relevant issues.

  5. Recent Changes
    Since you mentioned it was working before, consider any recent changes in Azure DevOps (such as process updates, permission changes, or work item type modifications) that might have affected this.

For more details, you can refer to the documentation on configuring Azure DevOps connections and troubleshooting work item creation errors:

If after these checks the issue persists, reviewing the Exalate logs for more detailed error messages can help pinpoint the exact cause.

3

Analyse_exalate_community.xlsx (1,0 MB)

Unfortunately no success.

5

HI @rainer.kratzer

Thank you for opening up the community post. The reason for redirecting this is due to the Configuration related scenario so that it can be addressed separately of the support issues.

Let me have this checked and will get back to you.

BR,
Jillani

6

Hi @rainer.kratzer

I have reviewed and since the IssueTYpe “Incident” is getting synced and only the issue is with the [System] Service request, there could be an issue with the field logically as the script looks alright. Here are my suggestions:

  • Replace the field with the id as there is a multiple fields with the same name.
  • Hardcode/Map the static value to the value on the remote side. For example:
    def mapping = [
    “it-help” : “it-support”,
    “access-request” : “user-access”
    ]

Please check and let me know the outcome.

7

Hello Jillani Fazal,

I am not sure if I got you, I made the following change in the incoming script

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(We only have these to issue types, no “Problems”, “Changes”…)

Unfortunately no effect.