I have the same issue with "unknown" reported by Nairi. 

how can these requests be updated?

we migrated our jira software project to jira service desk project
some issues are automatically updated and now have jira channel as value
but another have a channel at "unknown" value
i tried many solution but can't modify this value
we are blocked and have to plan our backlog as soon as possible to differentiate internal issue and external issue coming from portal

ajk JSD-1903 has been created as an issue, to track the above work. Once that is completed, new issues created for a Service Desk project from JIRA would contain the jira request-channel-type for searching/filtering

Yes, that field won't be set if it is created via JIRA, however it can be manually or bulk edited at a later point.

bbaker Should it consider using a listener, or some other approach, to apply this issue property (value = jira) to issues created in a JSD project through JIRA?

I found a workaround that gives the desired result at least - "Customer Request Type" IS EMPTY. This field will never be set when created from JIRA.

The JSD code only sets a "request.channel.type" issue property if its code created issue. It its done via standard JIRA platform issue create then there is no value set.

ajk - logically one would assume you can find "issues that where not created via JSD channels" using

issue.property["request.channel.type"].value is empty

However this does not appear to work as expected

I have raised https://jira.atlassian.com/browse/JRA-43303 to represent this.

What about request-channel-type = "jira"? Any solution for this?

I updated to 2.3.2. That fixed the problem.

Hi Olivier,

Thank you for your response.

It seems that the issue property aliasing is not available in JIRA 6.3.11, however using issue.property["request.channel.type"].value = "portal|email" should work in your version of Service Desk.

Can you please confirm that the requests of concern were created in a version of Service Desk of 2.2.1 or greater, as unfortunately any requests raised in an earlier version will not be searchable.

I have investigated the different scenarios involving this functionality, but have been unable to reproduce your problem. Therefore if you are still having trouble with newly created requests not being searchable, I would like to request that you create a support ticket at https://support.atlassian.com

That way we can provide you with support specific to your circumstances and with higher security.

The credentials should be the same as for this site (https://jira.atlassian.com).

Thanks!
Matt
JIRA Service Desk developer

My version of JIRA is 6.3.11