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  1. Jira Service Management Cloud
  2. JSDCLOUD-1583

Not able to search filter Customer Request Type

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      NOTE: This bug report is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding bug report.

      User is unable to search Customer Request Type from Issue Search Filters.

      When using the basic mode, the Customer Request Type is grayed and un-clickable. Hovering on top on it, shows an error that says :

      Customer Request Type is not applicable for the current project and /or issue type.

      It also does not work with JQL using the advance search option.

      I have verified this with my own machine.

      Workaround:

      Thanks efridge for the tips!

      Customer Request Type values follow the format of "key/lowercased-form-title-hyphenated", so it may be possible to guess.
      For example project key of "ITS":

      1. General Assistance = its/general-assistance
      2. Infrastructure Support = its/infrastructure-support
      3. Telecommunications / Telephones = its/telecommunications--telephones (notice the double hyphen on this one)

      I've also noticed that this value is determined when the form is FIRST created, and if you change the name of the form, it doesn't change the title. I've also seen some values that look like "req/its-request2" where it apparently added a number on the end to make it unique. I think that happened because I had two identically named forms when I first set up that project.
      Maybe that will help you reverse engineer things and get some queries working.

      PSQL Query that can be used to identify Customer Request type name formatting:

      select distinct stringvalue from customfieldvalue cfv
where cfv.customfield = (select id from customfield where cfname = 'Customer Request Type') ;

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            [JSDCLOUD-1583] Not able to search filter Customer Request Type

            Stacy Krueger added a comment -

            In Service Desk server 3.3.0 I cannot search with the workaround. 

             

            Stacy Krueger added a comment - In Service Desk server 3.3.0 I cannot search with the workaround.   

            Marlene Cote added a comment -

            Marty,
            is there any way you can fix this in the 2.5.9 version, please?????
            thanks,
            Marlene

            Marlene Cote added a comment - Marty, is there any way you can fix this in the 2.5.9 version, please????? thanks, Marlene

            robertno added a comment -

            You cannot seem to search across multiple projects though e.g. the format is "<ProjectCode>/<Request Name>", but what if you want to search <Request Name> across all Projects?

            I guess the simple answer is: in ("<ProjectCode1>/<Request Name>", <ProjectCode2>/<Request Name>") etc. but wondering is there a global query that does not rely on explicitly adding every project

            robertno added a comment - You cannot seem to search across multiple projects though e.g. the format is "<ProjectCode>/<Request Name>", but what if you want to search <Request Name> across all Projects? I guess the simple answer is: in ("<ProjectCode1>/<Request Name>", <ProjectCode2>/<Request Name>") etc. but wondering is there a global query that does not rely on explicitly adding every project

            Marlene Cote added a comment -

            But that version is not available for jira 6.X

            Marlene Cote added a comment - But that version is not available for jira 6.X

            Marty added a comment -

            Hi marlene.cote,
            this is fixed in Jira Service Desk 3.1.0.

            Thanks,
            Marty

            Marty added a comment - Hi marlene.cote , this is fixed in Jira Service Desk 3.1.0. Thanks, Marty

            Marlene Cote added a comment -

            what release of service desk is this resolved in please? I have 2.5.9 and my installation shows no updates available.

            Marlene Cote added a comment - what release of service desk is this resolved in please? I have 2.5.9 and my installation shows no updates available.

            Steven F Behnke added a comment -

            Are you using Service Desk Cloud?

            Steven F Behnke added a comment - Are you using Service Desk Cloud?

            Michael Ultes added a comment -

            same for me

            Michael Ultes added a comment - same for me

            Sudha added a comment -

            I dont think the issue is resolved

            Sudha added a comment - I dont think the issue is resolved

            Aaron St.George added a comment - - edited

            Marty, thanks for the prompt feedback! I am going to see if I can get to my desired result of individual boards feeding from a singular service desk but filtered to their specific categories another way. Might use request type but could be a lot of types to grab via the filter and they might change. Regardless, thanks again. Side note, i have created the suggestion as you recommended:

            https://jira.atlassian.com/browse/JSD-3472

            Aaron St.George added a comment - - edited Marty, thanks for the prompt feedback! I am going to see if I can get to my desired result of individual boards feeding from a singular service desk but filtered to their specific categories another way. Might use request type but could be a lot of types to grab via the filter and they might change. Regardless, thanks again. Side note, i have created the suggestion as you recommended: https://jira.atlassian.com/browse/JSD-3472

              Unassigned Unassigned
              astephen@atlassian.com Adrian Stephen
              Affected customers:
              54 This affects my team
              Watchers:
              62 Start watching this issue

                Created:
                Updated:
                Resolved: