Issue Summary

There are two REST APIs available to create tickets within a Jira Service Management project:

1. Jira Cloud REST API - Create issue which uses the /rest/api/3/issue endpoint
2. Jira Service Management Cloud REST API - Create customer request which uses the rest/servicedeskapi/request endpoint

When using the JSM endpoint, the request channel will be set to API. When using the Jira endpoint, the channel will be set to Jira.

The Advanced search reference - JQL fields - Request channel type states the following:

Steps to Reproduce

Create a ticket within a Jira Service Management project via the JSM Cloud REST API method, setting the correct request type, summary and description as necessary. A sample payload may look like this:

{
 "serviceDeskId": "22",
 "requestTypeId": "237",
 "requestFieldValues": {
   "summary": "Test JSM Ticket via JSM Cloud REST API"
 }
}

In the above scenario, the request channel will be correctly set to API.

Next, create a ticket within the same Jira Service Management project but this time using the Jira Cloud REST API. A sample payload setting an issue type and its associated request type via customfield_10010:

{
  "update": {},
  "fields": {
    "summary": "Test JSM Ticket via Jira Cloud REST API",
    "issuetype": {
      "id": "10010"
    },
        "project": {
      "id": "10037"
    },
    "customfield_10010": "237"
  }
}

Expected Results

Since the REST API is used for both ticket creations, I would expect both channel types to show the API value.

Actual Results

Only tickets created via the JSM REST API set the correct channel.

Workaround

Currently there is no known workaround for this behavior. A workaround will be added here when available