Issue Summary

If you have one or more custom fields with variations of the name Request Type (e.g. Request type) the Tickets tab under the Assist app in MS Teams app won't load the issues and display the following error:

Error: Please try refreshing the tab. If the issue persists, please contact support.

Steps to Reproduce

1. Create a custom field within your instance and name it "Request Type", "Request type", "request type" or any lowercase/uppercase variation of the name "Request Type" besides the Request Type (or Customer Request Type) locked custom field
2. Make sure you have correctly set up the chat in Microsoft Teams in your service project.
3. Open the Assist app within MS Teams.
4. Open the Tickets tab related to the Assist app.
5. Notice that the following error surfaces after some time loading: Error: Please try refreshing the tab. If the issue persists, please contact support.

Expected Results

The relevant tickets related to the project should load in the Assist => Tickets tab in MS Teams.

Actual Results

Tickets don't load in the Assist => Tickets tab in MS Teams and the following error is displayed:

Error: Please try refreshing the tab. If the issue persists, please contact support.

Workaround

You would need to delete/rename the other custom fields with the name "Request type" and just leave the Request Type locked  custom field ( or ask support to rename the Customer Request Type locked custom field to Request Type) created automatically by Jira Service Management to store the information about the Request Types in the service projects.