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  1. Jira Service Management Cloud
  2. JSDCLOUD-17958

Enable REST API search for request types where customers have created tickets, even if restricted by 'Who can raise requests' setting now.

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      Issue Summary

      Requesting a new feature or modification to the existing functionality within the Jira Service Management REST API - 

      https://your-domain.atlassian.net/rest/servicedeskapi/requesttype

      Currently, users using JSM REST API can not get all of them created request types if some of them have been hidden from the creation view by 'Who can raise requests' setting.

      This is problematic because if users would like to search tickets based on their original Request Type, some of types might not be returned by the JSM REST API blocking users to search all of theirs requests.

      I would like the ability for the search mechanism to return all Request Types that have ever been created by particular user, even if those types are currently set to hidden for new request creation by the 'Who can raise requests' setting.

      I think this behavior is already implemented on JIRA native customer portal which currently does show all the Request Types used on those existing tickets in the filter options. I would like this consistent behavior to be extended for JSM REST API. This feature is crucial for maintaining historical data integrity and efficient filtering/searching of past requests. 

      Workaround

      We need to perform client side filtration -

      1. List all requests for the user.
      2. Extract the request type from each request’s requestType field
      3. Aggregate unique request types

              Unassigned Unassigned
              5c9f71ea2da0 Szymon Bielak
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                Created:
                Updated: