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

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

But that version is not available for jira 6.X

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

Thanks,
Marty

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

Are you using Service Desk Cloud?

same for me

I dont think the issue is resolved

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

Hi aaron.stgeorge there is no current way to do this.
You're welcome to create a suggestion that will be reviewed by our product managers.

Hey Marty, awesome that this is fixed! I have an open support ticket for something similiar but have yet to get a resolution. Curious if you are able to give me a hint. I am trying to get a filter against the customer request type group. Do you know if this is possible via JQL?

Woo hoo! Thanks!

Fixed on Cloud, awaiting Server release.

One thing that I've found is that if the project has had it's key changed, the search results retain their original key.
Just posting in case anyone else runs into this. I ended up having to custom this down in the associated custom field ID for 'Customer Request Type' via the API URL for the issues.

Hope this helps!

Thanks @E.L.Fridge.

Perfect.

"<ProjectCode>/<Request Name>" replace spaces with "-"

Hmm - that does make it harder. I've found that the values follow the format of "key/lowercased-form-title-hyphenated", so it may be possible to guess.
For project key of "ITS", here are some examples from my database:

General Assistance = its/general-assistance
Infrastructure Support = its/infrastructure-support
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.

@efridge Thanks for the info. but how can you get the customer request type, actual values, in the Cloud platform where we cannot access the database directly?

I am able to filter on customer request type in 2.5.2. Here are some sample queries:

project = "ITS" AND issuetype = "Access" AND "Customer Request Type" = 'its/access-request'

project = "ITS" AND issuetype = "Access" AND "Customer Request Type" is NOT EMPTY

The trick is to go into the database and see the actual value that is being stored for the customer request type. If I were to search for "Access Request" it would come back empty.

I am in the process of helping a customer to implement Service Desk and I am very uncomfortable explaining him that he cannot configure its queues with a filter on Request Type. I understand that there is a workaround but this is not convenient, this feature should have a very high priority.

thanks

We need a way to search and filter for the request-type. Our SLAs are request-type specific. Working with a workaround is not really nice...

Thank you, Kevin,
It really works.

Hey SE - in 2.5.2 they re-enabled the "workaround" for this... it's a really poor workaround since the database stores old names/values instead of what you see on the frontend a lot of times... but hope this helps

select id from customfield where cfname = 'Customer Request Type';

select distinct stringvalue from customfieldvalue cfv
 where cfv.customfield = <id from prior query>

That will give you a full list of the values used in your desk.... you then need to use that database value for your JQL to build your reports/filters - for example, one of my filters is:

"Customer Request Type" = "stp/request-a-new-payroll-directory"

Like I said, really silly workaround, but hey at least it works....

Same Problem:

Jira 6.4.6
Service Desk: 2.5.2

It is admittedly strange that the principle way we are to differentiate customer requests is by setting Customer Request Type but yet then there is no way to query it.

Same problem.

JIRA 6.4.6
JIRA Service Desk 2.5.0

Both our queue filters, other filters (used for time tracking, management reports, dashboards etc) AND our SLA's are using the Customer Request Type, so this is really a critical bug that needs attention immediately.

Testing environment:
JIRA 6.4.6
JIRA Service Desk 2.5.0

Unable to perform search with Customer Request Type

As of the 5/22 update, searching on request type with advanced search/JQL seems to be broken completely.

For IT Managers very important to be able to see how many request were added of which request type. Also when request types are linked to issue types but issue types are used more often for different request types it's very annoying you can't see which is what.

same problem

Not sure what worked for my issue but I performed the following:

1. Added the Service Desk Team Role to most all but delete all in the Permission Scheme
2. Performed a Re-index in the problem project
   Works for Advanced View Only

Hi,

we are also suffering from this issue. A fast fix would be great!

Cheers, Björn