Issue Summary

This is reproducible on Data Center: (yes)

In our documentation we note (at the bottom of the page):

The "issuetype" placeholder does not work in Service Desk requests. You must use a custom field instead. For example, this query in JSD will not return any objects:

"Related JIRA Projects" = currentProject() AND "Related JIRA Issue Types"."Name" in (${issuetype.label}) AND Status = "Active"

Whereas this will:

"Related JIRA Projects" = currentProject() AND ("Related JIRA Issue Types"."Name" in (${issuetype.label}) OR "Related JIRA Issue Types"."Name" in (${customfield_10654})) AND Status = "Active"4

As there is no RequestType placeholder (see JSDSERVER-7425), you can refer to the Request Type Field, and filter Object referencing a Specific "Issue type" Object.

This used to work in previous versions of Insight, where ${customfield_10654} or ${customfield_10654.name} referred to the Customer Request Type in JSD and returned a value such as:

onboard/getithelp

(< Lower case project key >/ <Lower case request type name no whitespaces>)

This stopped working (not sure at which version).

However: using a postfunction to set an Object's Attribute with a predefined value, using ${customfield_10654} - we do get the expected results, and the text attribute will be set with: onboard/getithelp accordingly!

It seems like the placeholder is broken within the CF's Filter Issue Scope context

Steps to Reproduce

1. Create a few objects - with their Name set to the following format: <projectKeyLower>/<requestTypeLowerNoWhitespace>
   For exanple, for my ITSM project:
   itsm/getithelp
   itsm/requestanewaccount
   Add a text attribute "TEST" to your object type - leave it empty for now
2. Enable your Schema to the JSM portal (see Schema Configuration>Roles tab)
3. Set up Assets Customfield to show the above objects in the Create form, use the AQL:
   Filter scope: objectType=MyOT
   Filter Issue Scope: Name = ${customfield_10654.name}
   //customfield_10654 is the Customer Request Type
4. Edit the Get IT Help request type's workflow, and add an Assets postfunction:
   Set the value of the TEXT Attribute of the object in the above Assets customfield with a predefined value: ${customfield_10654.name}. Move the postfunction to execute AFTER Issue Created postfunction and publish the changes.
5. Create a Ticket through the JSM portal, or click Create in Jira, open a Request Type: Get IT Help

Expected Results

In the Create form - once we select the Get IT Help request type - we can select the object with Name = itsm/getithelp

Once the ticket is created - the postfunction will populate TEXT with "itsm/getithelp"

Actual Results

The Assets Customfield cannot find any object to select.

Edit the Assets CF configuration by removing the Filter Issue scope and try again to create a ticket. You should be able to select ANY object of the MyOT object Type.
Once the ticket is created - check the object selected, its TEXT attribute will populate with "itsm/getithelp" (or any other request type)

...

Workaround

Currently there is no known workaround for this behavior. A workaround will be added here when available