Uploaded image for project: 'Jira Service Management Cloud'
  1. Jira Service Management Cloud
  2. JSDCLOUD-9181

Wrong request type in the queue and filter view after changing the issue type

XMLWordPrintable

      Summary

      Wrong request type in the queue and filter view after changing the issue type in one project or moving between projects

      Steps to Reproduce

      1. Move a service desk issue across projects - or - simply change the issue type on one issue on one project
      2. While moving the issue, change the issue type - or - change the issue type on one issue for one project
      3. After moving the issue, the request type field will be empty in the issue view:
      4. But in the queue view/filter view, the request type will be mapped with a value from the source project

      Expected Results

      The Request type value should be empty as well in the queue/filter view

      Actual Results

      The request type has a value from the source project

      Workaround

      No workaround

        1. image-2020-05-25-13-53-40-187.png
          image-2020-05-25-13-53-40-187.png
          119 kB
        2. image-2020-05-25-13-55-12-726.png
          image-2020-05-25-13-55-12-726.png
          208 kB
        3. image-2020-05-25-13-56-33-845.png
          image-2020-05-25-13-56-33-845.png
          123 kB
        4. image-2020-05-26-13-56-07-177.png
          image-2020-05-26-13-56-07-177.png
          32 kB

            [JSDCLOUD-9181] Wrong request type in the queue and filter view after changing the issue type

            Rachel Crossman (Inactive) added a comment -

            Hi everyone,

            This bug has been resolved, with ticket JSDCLOUD-5901

            As the original Request Type is still stored on the Issue (despite the Issue Type and Request Type not matching), we have changed the behaviour so that the original Request Type will now show on the Issue View (as it does in Filters & Queues).

            On Issue View, we have highlighted that the Request Type is Invalid so that users can select a valid Request Type for that Issue Type - this will then update the Request Type value on the Issue, and the new value will show in all views (Queues, Issue View, etc).

            We have identified that the Move Issue/Change Issue Type experiences are the most common cause for Issues ending up in this state, and are looking into this as a separate item of work. Please follow Update request type upon issue type change for further updates.

            Thank you,

            Rachel Crossman

            Senior Product Manager - Jira Service Management

            Rachel Crossman (Inactive) added a comment - Hi everyone, This bug has been resolved, with ticket JSDCLOUD-5901 As the original Request Type is still stored on the Issue (despite the Issue Type and Request Type not matching), we have changed the behaviour so that the original Request Type will now show on the Issue View (as it does in Filters & Queues). On Issue View, we have highlighted that the Request Type is Invalid so that users can select a valid Request Type for that Issue Type - this will then update the Request Type value on the Issue, and the new value will show in all views (Queues, Issue View, etc). We have identified that the Move Issue/Change Issue Type experiences are the most common cause for Issues ending up in this state, and are looking into this as a separate item of work. Please follow Update request type upon issue type change for further updates. Thank you, Rachel Crossman Senior Product Manager - Jira Service Management

            Vivek Kumar added a comment -

            https://getsupport.atlassian.com/browse/PCS-71535

            Vivek Kumar added a comment - https://getsupport.atlassian.com/browse/PCS-71535

            Adam Lang added a comment -

            Repro'd the issue as described above. While the results in different parts of the UI are inconsistent and confusing for users, it also seems unlikely to severely impact or block user experiences. 

            Adam Lang added a comment - Repro'd the issue as described above. While the results in different parts of the UI are inconsistent and confusing for users, it also seems unlikely to severely impact or block user experiences. 

            Daniel Cabaco added a comment -

            actually that situation arrives when changing the issue type... allready within the same project and not only accross projects (as mentioned in the title of this ticket). 

            Daniel Cabaco added a comment - actually that situation arrives when changing the issue type... allready within the same project and not only accross projects (as mentioned in the title of this ticket). 

              rcrossman@atlassian.com Rachel Crossman (Inactive)
              mfaiz Mohamed Faiz (Inactive)
              Affected customers:
              13 This affects my team
              Watchers:
              26 Start watching this issue

                Created:
                Updated:
                Resolved: