Dave Liao added a comment - 26/Jun/2023 11:45 PM Thrilled this is finally coming to Jira Data Center! Hopefully Cloud gets it one day.

Marcos Strapazon added a comment - 07/Jul/2022 6:01 PM It's unbeliavable that this field is not available in the Dashboards Gadgets. This suggestions is opened for more than 7 years with a high number of votes and it is still in the "Gathering interest" status. We often talk to other companies that come to us asking about Jira SW and Jira SM. I always say that for develop teams Jira is really good, but for service managment Jira SM is way behind other solutions.

Martin Kottisse added a comment - 18/May/2022 4:39 PM I see that customer request type is available as a custom field in at least JSM 4.20.1 and working just fine. Not sure why this feature request is still lingering here.

Hugh Hiers added a comment - 18/Sep/2020 9:20 PM Just to update...this is a seriously lacking feature in Jira. We are being asked more and more for stats from the system and it is so clear that the reporting in Jira is one of - if not the -  greatest weakness. The dashboards haven't seen any love from Atlassian since I started using the product years ago...still waiting... The visual graphs in Service Desk are so much better but even those are seriously lacking in functionality (e.g. manually creating a series for every request type if you wanted to see volumes). Do I really need to do more exports to Data Studio and Power BI!?! Come on Atlassian! Help us out. We're trying to stand behind your products and champion them, but on a lot of these requests you're leaving us hanging out here taking a beating with complaints and an inability to produce solutions.

danna deaton added a comment - 02/Sep/2020 7:09 PM It seriously boggles my mind the arbitrary limitations on the Customer Request Type field. It literally makes no sense some of the stuff you cannot do in JIRA with that field. Filtering, sorting and reporting on such an integral field is needed. The inability to do so really limits its usefulness and makes me wonder why it even exists.

JohnG added a comment - 16/Jul/2020 1:07 AM - edited So, maybe we can find a workaround a difficult way. Using Developer mode in Chrome I was able to change one of the known fields to the Field ID of Customer Request Type as follows Original: <option value= "issuetype" >Issue Type</option> Changed: <option value= "customfield_10000" >Customer Request Type</option> What's interesting is if I use something like value=notanactualvalue I get the error message: Looks like we can't show you the content of this gadget due to its configuration. Invalid Statistics Type (notanactualvalue) But If I use value=customfield_10000" I get a Java error indicating it is hitting the actual field but running into an error java.lang.NullPointerException at com.atlassian.jira.dashboarditem.statistics.service.statistics.searcher.StatisticsSearcher.completeOneDimensionalSearch(StatisticsSearcher.java:82) at com.atlassian.jira.dashboarditem.statistics.service.statistics.searcher.StatisticsSearcher.completeOneDimensionalSearch(StatisticsSearcher.java:76) at com.atlassian.jira.dashboarditem.statistics.service.statistics.StatisticsServiceImpl.aggregateOneDimensionalStats(StatisticsServiceImpl.java:96) at com.atlassian.jira.dashboarditem.statistics.rest.StatisticsResource.oneDimensionalSearchWithJql(StatisticsResource.java:128) at com.atlassian.jira.dashboarditem.statistics.rest.StatisticsResource.oneDimensionalSearchForFilter(StatisticsResource.java:107) at com.atlassian.jira.dashboarditem.statistics.rest.StatisticsResource.oneDimensionalSearch(StatisticsResource.java:75) at sun.reflect.GeneratedMethodAccessor31093.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) at java.lang.reflect.Method.invoke(Method.java:498) at com.atlassian.plugins.rest.common.interceptor.impl.DispatchProviderHelper$ResponseOutInvoker$1.invoke(DispatchProviderHelper.java:192) at com.atlassian.plugins.rest.common.interceptor.impl.DispatchProviderHelper$1.intercept(DispatchProviderHelper.java:83) at com.atlassian.plugins.rest.common.interceptor.impl.DefaultMethodInvocation.invoke(DefaultMethodInvocation.java:53) at com.atlassian.plugins.rest.common.expand.interceptor.ExpandInterceptor.intercept(ExpandInterceptor.java:41) at com.atlassian.plugins.rest.common.interceptor.impl.DefaultMethodInvocation.invoke(DefaultMethodInvocation.java:53) at com.atlassian.plugins.rest.common.interceptor.impl.DispatchProviderHelper.invokeMethodWithInterceptors(DispatchProviderHelper.java:110) at com.atlassian.plugins.rest.common.interceptor.impl.DispatchProviderHelper$ResponseOutInvoker._dispatch(DispatchProviderHelper.java:190) at com.sun.jersey.server.impl.model.method.dispatch.ResourceJavaMethodDispatcher.dispatch(ResourceJavaMethodDispatcher.java:75) at com.sun.jersey.server.impl.uri.rules.HttpMethodRule.accept(HttpMethodRule.java:302) at com.sun.jersey.server.impl.uri.rules.ResourceClassRule.accept(ResourceClassRule.java:108) at com.sun.jersey.server.impl.uri.rules.RightHandPathRule.accept(RightHandPathRule.java:147) at com.sun.jersey.server.impl.uri.rules.RootResourceClassesRule.accept(RootResourceClassesRule.java:84) at com.sun.jersey.server.impl.application.WebApplicationImpl._handleRequest(WebApplicationImpl.java:1542) at com.sun.jersey.server.impl.application.WebApplicationImpl._handleRequest(WebApplicationImpl.java:1473) at com.sun.jersey.server.impl.application.WebApplicationImpl.handleRequest(WebApplicationImpl.java:1419) at com.sun.jersey.server.impl.application.WebApplicationImpl.handleRequest(WebApplicationImpl.java:1409) at com.sun.jersey.spi.container.servlet.WebComponent.service(WebComponent.java:409) at com.sun.jersey.spi.container.servlet.ServletContainer.service(ServletContainer.java:558) at com.atlassian.plugins.rest.module.RestDelegatingServletFilter$JerseyOsgiServletContainer.doFilter(RestDelegatingServletFilter.java:159) at com.sun.jersey.spi.container.servlet.ServletContainer.doFilter(ServletContainer.java:829) at com.atlassian.plugins.rest.module.RestDelegatingServletFilter.doFilter(RestDelegatingServletFilter.java:69) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.ServletFilterModuleContainerFilter.doFilter(ServletFilterModuleContainerFilter.java:55) at com.atlassian.plugin.servlet.filter.ServletFilterModuleContainerFilter.doFilter(ServletFilterModuleContainerFilter.java:43) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.plugins.rest.module.servlet.RestServletUtilsUpdaterFilter.doFilterInternal(RestServletUtilsUpdaterFilter.java:22) at com.atlassian.plugins.rest.module.servlet.RestServletUtilsUpdaterFilter.doFilter(RestServletUtilsUpdaterFilter.java:34) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.applinks.core.rest.context.ContextFilter.doFilter(ContextFilter.java:24) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.applinks.core.rest.context.ContextFilter.doFilter(ContextFilter.java:24) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.applinks.core.rest.context.ContextFilter.doFilter(ContextFilter.java:24) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.applinks.core.rest.context.ContextFilter.doFilter(ContextFilter.java:24) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.applinks.core.rest.context.ContextFilter.doFilter(ContextFilter.java:24) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.servicedesk.internal.web.ExternalCustomerLockoutFilter.doFilter(ExternalCustomerLockoutFilter.java:55) at com.atlassian.core.filters.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:32) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.mywork.client.filter.ServingRequestsFilter.doFilter(ServingRequestsFilter.java:32) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.jira.plugin.mobile.web.filter.MobileAppRequestFilter.doFilter(MobileAppRequestFilter.java:37) at com.atlassian.core.filters.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:32) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.jira.plugin.mobile.login.MobileLoginSuccessFilter.doFilter(MobileLoginSuccessFilter.java:54) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.diagnostics.internal.platform.monitor.http.HttpRequestMonitoringFilter.doFilter(HttpRequestMonitoringFilter.java:55) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.analytics.client.filter.UniversalAnalyticsFilter.doFilter(UniversalAnalyticsFilter.java:75) at com.atlassian.analytics.client.filter.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:33) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21) at com.atlassian.core.filters.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:32) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.prettyurls.filter.PrettyUrlsSiteMeshFixupFilter.doFilter(PrettyUrlsSiteMeshFixupFilter.java:32) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.prettyurls.filter.PrettyUrlsDispatcherFilter.doFilter(PrettyUrlsDispatcherFilter.java:55) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.prettyurls.filter.PrettyUrlsSiteMeshFilter.doFilter(PrettyUrlsSiteMeshFilter.java:80) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.prettyurls.filter.PrettyUrlsMatcherFilter.doFilter(PrettyUrlsMatcherFilter.java:51) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.labs.botkiller.BotKillerFilter.doFilter(BotKillerFilter.java:36) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.ServletFilterModuleContainerFilter.doFilter(ServletFilterModuleContainerFilter.java:55) at com.atlassian.plugin.servlet.filter.ServletFilterModuleContainerFilter.doFilter(ServletFilterModuleContainerFilter.java:43) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166) at com.atlassian.jira.web.filters.MobileAppRequestFilter.doFilter(MobileAppRequestFilter.java:36) at com.atlassian.core.filters.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:32) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166) at com.atlassian.jira.web.filters.accesslog.AccessLogFilter.executeRequest(AccessLogFilter.java:93) at com.atlassian.jira.web.filters.accesslog.AccessLogFilter.doFilter(AccessLogFilter.java:79) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166) at com.atlassian.jira.security.xsrf.XsrfTokenAdditionRequestFilter.doFilter(XsrfTokenAdditionRequestFilter.java:46) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166) at com.atlassian.jira.web.filters.pagebuilder.PageBuilderFilter.doFilter(PageBuilderFilter.java:81) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166) at com.atlassian.jira.web.filters.CommittedResponseHtmlErrorRecoveryFilter.doFilter(CommittedResponseHtmlErrorRecoveryFilter.java:55) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:39) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.prettyurls.filter.PrettyUrlsCombinedMatchDispatcherFilter.doFilter(PrettyUrlsCombinedMatchDispatcherFilter.java:56) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.ServletFilterModuleContainerFilter.doFilter(ServletFilterModuleContainerFilter.java:55) at com.atlassian.plugin.servlet.filter.ServletFilterModuleContainerFilter.doFilter(ServletFilterModuleContainerFilter.java:43) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166) at com.atlassian.jira.web.filters.mau.AbstractMauRequestTaggingFilter.doFilter(AbstractMauRequestTaggingFilter.java:40) at com.atlassian.core.filters.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:32) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166) at com.atlassian.jira.web.filters.MauEventFilter.doFilter(MauEventFilter.java:49) at com.atlassian.core.filters.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:32) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166) at com.atlassian.jira.security.JiraSecurityFilter.lambda$doFilter$0(JiraSecurityFilter.java:66) at com.atlassian.seraph.filter.SecurityFilter.doFilter(SecurityFilter.java:242) at com.atlassian.jira.security.JiraSecurityFilter.doFilter(JiraSecurityFilter.java:64) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166) at com.atlassian.security.auth.trustedapps.filter.TrustedApplicationsFilter.doFilter(TrustedApplicationsFilter.java:94) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166) at com.atlassian.seraph.filter.BaseLoginFilter.doFilter(BaseLoginFilter.java:148) at com.atlassian.jira.web.filters.JiraLoginFilter.doFilter(JiraLoginFilter.java:77) at com.atlassian.core.filters.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:32) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:39) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.oauth.serviceprovider.internal.servlet.OAuthFilter.doFilter(OAuthFilter.java:67) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.plugins.rest.module.servlet.RestSeraphFilter.doFilter(RestSeraphFilter.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.prettyurls.filter.PrettyUrlsCombinedMatchDispatcherFilter.doFilter(PrettyUrlsCombinedMatchDispatcherFilter.java:56) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.ServletFilterModuleContainerFilter.doFilter(ServletFilterModuleContainerFilter.java:55) at com.atlassian.plugin.servlet.filter.ServletFilterModuleContainerFilter.doFilter(ServletFilterModuleContainerFilter.java:43) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166) at com.atlassian.jira.web.filters.johnson.JiraJohnson503Filter.doFilter(JiraJohnson503Filter.java:79) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166) at org.tuckey.web.filters.urlrewrite.RuleChain.handleRewrite(RuleChain.java:176) at org.tuckey.web.filters.urlrewrite.RuleChain.doRules(RuleChain.java:145) at org.tuckey.web.filters.urlrewrite.UrlRewriter.processRequest(UrlRewriter.java:92) at org.tuckey.web.filters.urlrewrite.UrlRewriteFilter.doFilter(UrlRewriteFilter.java:394) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166) at com.atlassian.jira.servermetrics.CorrelationIdPopulatorFilter.doFilter(CorrelationIdPopulatorFilter.java:30) at com.atlassian.core.filters.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:32) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:39) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.lambda$invokeFilterChain$0(CustomerContextSettingFilter.java:213) at com.atlassian.servicedesk.internal.api.util.context.ReentrantThreadLocalBasedCodeContext.rteInvoke(ReentrantThreadLocalBasedCodeContext.java:136) at com.atlassian.servicedesk.internal.api.util.context.ReentrantThreadLocalBasedCodeContext.runOutOfContext(ReentrantThreadLocalBasedCodeContext.java:89) at com.atlassian.servicedesk.internal.utils.context.CustomerContextServiceImpl.runOutOfCustomerContext(CustomerContextServiceImpl.java:47) at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.outOfCustomerContext(CustomerContextSettingFilter.java:204) at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilterImpl(CustomerContextSettingFilter.java:135) at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilter(CustomerContextSettingFilter.java:124) at com.atlassian.core.filters.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:32) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.jwt.internal.servlet.JwtAuthFilter.doFilter(JwtAuthFilter.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.analytics.client.filter.JiraAnalyticsFilter.doFilter(JiraAnalyticsFilter.java:40) at com.atlassian.analytics.client.filter.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:33) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21) at com.atlassian.core.filters.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:32) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.web.servlet.plugin.LocationCleanerFilter.doFilter(LocationCleanerFilter.java:36) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.lambda$doFilter$0(DelegatingPluginFilter.java:57) at com.atlassian.prettyurls.filter.PrettyUrlsCombinedMatchDispatcherFilter.doFilter(PrettyUrlsCombinedMatchDispatcherFilter.java:56) at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:62) at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) at com.atlassian.plugin.servlet.filter.ServletFilterModuleContainerFilter.doFilter(ServletFilterModuleContainerFilter.java:55) at com.atlassian.plugin.servlet.filter.ServletFilterModuleContainerFilter.doFilter(ServletFilterModuleContainerFilter.java:43) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166) at com.atlassian.jira.web.filters.steps.ChainedFilterStepRunner.doFilter(ChainedFilterStepRunner.java:74) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166) at com.atlassian.core.filters.cache.AbstractCachingFilter.doFilter(AbstractCachingFilter.java:31) at com.atlassian.core.filters.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:32) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166) at com.atlassian.core.filters.encoding.AbstractEncodingFilter.doFilter(AbstractEncodingFilter.java:39) at com.atlassian.core.filters.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:32) at com.atlassian.jira.web.filters.PathMatchingEncodingFilter.doFilter(PathMatchingEncodingFilter.java:39) at com.atlassian.core.filters.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:32) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166) at com.atlassian.jira.web.filters.MultipartBoundaryCheckFilter.doFilter(MultipartBoundaryCheckFilter.java:36) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166) at com.atlassian.jira.servermetrics.MetricsCollectorFilter.doFilter(MetricsCollectorFilter.java:25) at com.atlassian.core.filters.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:32) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166) at com.atlassian.jira.web.filters.steps.ChainedFilterStepRunner.doFilter(ChainedFilterStepRunner.java:74) at com.atlassian.jira.web.filters.JiraFirstFilter.doFilter(JiraFirstFilter.java:59) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166) at com.atlassian.gzipfilter.GzipFilter.doFilterInternal(GzipFilter.java:121) at com.atlassian.gzipfilter.GzipFilter.doFilter(GzipFilter.java:92) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166) at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:199) at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:96) at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:493) at org.apache.catalina.valves.StuckThreadDetectionValve.invoke(StuckThreadDetectionValve.java:206) at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:137) at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:81) at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:87) at org.apache.catalina.valves.AbstractAccessLogValve.invoke(AbstractAccessLogValve.java:660) at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:343) at org.apache.coyote.http11.Http11Processor.service(Http11Processor.java:798) at org.apache.coyote.AbstractProcessorLight.process(AbstractProcessorLight.java:66) at org.apache.coyote.AbstractProtocol$ConnectionHandler.process(AbstractProtocol.java:808) at org.apache.tomcat.util.net.NioEndpoint$SocketProcessor.doRun(NioEndpoint.java:1498) at org.apache.tomcat.util.net.SocketProcessorBase.run(SocketProcessorBase.java:49) at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149) at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624) at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61) at java.lang.Thread.run(Thread.java:748)

JohnG added a comment - 16/Jul/2020 12:51 AM I'm not really sure why folks are surprised about this anymore. Atlassian is a publicly traded company whose primary objective is to maintain shareholder value and revenue growth. Two comments have already been posted pointing to paid plugins in which resolving this issue would hurt revenue potentially and therefore becomes a lower priority. Until the masses are upset enough about missing features to stop purchasing Atlassian products this remains the status quo. That being said, this problem does seem simple enough for an intern with basic Java skills to fix in a week so here's to another 5 years!

Howard Nedd added a comment - 14/Jul/2020 8:24 AM Is this not extremely simple to realise? We need this.

Christopher Smith added a comment - 02/Jul/2020 8:15 AM customer request type usage is needed

Tom Hawkins added a comment - 23/Jun/2020 5:21 PM I can workaround similar to others, but I notice I am vote number 300, so would be better not to have to workaround, I'm established Jira Software user but new to JSD so keen that it is as good as Jira Software please (fingers crossed) 

Karol Jochelson added a comment - 05/Jun/2020 8:21 AM I must say...I am really regretting suggesting Jira in our organization.  5 Years now since this was reported and nothing. It is ridiculous that Atlassian expects organizations to pay $3000+ for an add-on to see some fields. 

Jean-François FORGET added a comment - 26/May/2020 1:57 PM Hi, If this feature is provided someday (not much expectation to be honest), I hope it will cover ALL Jira Sevice Desk fields that are currently unavailable in the gadgets. (like "Customer request type", "Organizations", etc...) Thanks.

Ásmundur Bjarnason added a comment - 14/May/2020 8:09 AM Hi Atlassian team, This should not be hard to implement, I simply don't understand who most of the JSD fields as Customer Request type are not available in the gadgets.  I'm surprised how you make many simple things rather difficult for us, the customers. 

Joao Zampa added a comment - 12/Mar/2020 2:50 PM Hi Atlassian team, Is this that hard to implement this? We have more than 15 JSD projects and it is very important to them to understand what type of request is getting more demand. Please add this feature to your Roadmap.

Mustafa Memon added a comment - 03/Mar/2020 12:35 PM - edited Workaround: Create a new Custom Field and call it something like 'Customer Request Type',  Field type - Select List (Single Choice) ( https://confluence.atlassian.com/adminjiraserver/adding-a-custom-field-938847222.html ) Make sure you add all the Request Types you have on your portal in this custom field Go into your Request Type settings within your Project Settings and add the new custom field to each request type Then hide this field in each Request Type.  At this point you will be prompted to select a preset value Select the relevant value corresponding to the Request Type and save Will need to manually update this field for already created issues, but new issues will have this custom field pre-populated from now on Within the Dashboard widgets the custom field will be available as an option.

Mustafa Memon added a comment - 03/Mar/2020 11:30 AM - edited Is it possible to use the add-on to Cloud?

ssuhas91 added a comment - 03/Mar/2020 6:51 AM Hi Atlassian team, When can we expect feature? Any ETA? Thanks,

Sridhar Ravinuthala added a comment - 25/Nov/2019 9:41 PM - edited Yes it is not available but for now we are using statable customer request type  from plugin. Would be helpful if Atlassian had out of box field for that

Todd Thomas added a comment - 25/Nov/2019 9:22 PM I need to report on this to show which requests are used the most often in JSD.  A gadget would be a great place to show this, but because Gadgets are native to Jira Core, not JSD, they don't show "Customer Request Type". Can these please get added so I can run the reports I need? Also, +1 to "allow any field in Jira to be accessible anywhere".

Lewis Cook added a comment - 22/Nov/2019 3:44 PM Joined a company and inherited two service desk projects, one with nearly 9000 tickets and another with nearly 3000. I can't export them because of limitations in Jira... I can't add a pie chart to understand the spread of Customer request types that are being used to a dashboard.   Nearly 6 years to add these fields to the standard gadgets on a dashboard!?

congo bongo added a comment - 24/Oct/2019 12:17 PM shawn.lunny2 - making things generic will only make it less probable theyre gonna invent it at Atlassian nuthouse.   This request needs to see the light of day and be resolved - how poor is it that you have a whole machine running for customizing request types in the SD portal part, but cant create native statistics upon these data. This is yet another nightmare in the circus of atlassian. at the time of writing this issue is 5.5 years old - that means Atlassian will look at it in 10 years from now and discard it as aged, not relevant or not profittable. As long as theres an extention offering the feature, that you have to pay for, Atlassian milks us by pushing us into the money-machine called their marketplace..

Shawn L added a comment - 22/Aug/2019 10:46 PM Can we make this request more generic. Allow any field in Jira to be accessible anywhere. Queries, gadgets, reports, etc.

Jeff Santos added a comment - 13/Aug/2019 11:26 AM I really didn't expected I would face such a restriction. How can we properly use the customer request type if we can't extract any data based on it?   Thank you

Andrew Jackson added a comment - 07/Jun/2019 7:05 AM I would also like to see Customer Request Type available in Jira Dashboard widgets. Its not easy to create a simple pie chart for customer request by type in Jira currently and manually creating a report in Service Desk reports would take too long. Thank you

FrankTan added a comment - 15/May/2019 8:02 AM Do not provide Customer Request Type in dashboard report as a statistic type is really wired and ridiculous, it's a default system field

Deleted Account (Inactive) added a comment - 08/May/2019 11:23 PM Customer Request Type in Dashboard Gadgets is essential functionality for stats and metrics reporting.

Tessa Tuteleers added a comment - 09/Apr/2019 7:05 PM @Strong Punch,  I agree with you on the reports. I do not agree with your views on the queues though, they are actually better like this. A lot of our clients do request dynamically sortable queues, like you, however we as a partner can answer those questions easily, as it is not the modus operandi for agents to be able to change the order in which to pick up tickets. They are supposed to be picked up in a fixed order, SLA based or otherwise.  You can always dashboard your issue lists if you want other views on the issues.. 

Strong Punch added a comment - 09/Apr/2019 6:42 PM - edited You need to stop deflecting questions (Creating Difficulties) and redirecting them to (selling facilities) to plugins. You sell Jira Service Desk as a module and therefore it must work 100% with Jira under it. JSD reports Suck Jira Reports don't allow all JSD fields to be used for group statistics. JSD Queues cannot be sorted dynamically.   and we are a bunch of idiots, right? I'd suggest you change this business model because it's already too obvious.

Nicolas PR added a comment - 01/Mar/2019 10:30 AM - edited I'm pretty agree with Kyle Cooke and the others. One problem more for my company ... We bought the full package Confluence, Jira core and Service desk for our customers and teams, and we have a lot of issue concerning this kind of functionality missing. ServiceDesk is far to be fully integrated in Jira Core .... And i don't speak here about Service desk and Confluence. With the pricing applied is very surprising and annoying to have to buy expensive plugins to do the job ! Here a simple native field (and not even a custom one) in a report....

Adam Břínek added a comment - 13/Feb/2019 1:52 PM Are you f..... kidding me? It is system field and i cannot use it in reports? And it is known for 3 years? No it is not Suggestion. It is missing functionality.

Mert Karadağlı _ Köstebek Teknoloji _ added a comment - 10/Feb/2019 9:19 PM You can use  Toolbox for Jira Service Desk  app to use Customer Request Types and Request Groups as Statistic Type at JIRA Dashboard gadgets with new custom field types listed below Statable Customer Request Type Statable Customer Request Type with Group Statable Customer Request Group

Kyle Cooke added a comment - 08/Feb/2019 8:52 AM It's becoming ever increasingly annoying how often I've come across what I believe to be out of the box functionality, turns out to not be. Why is it my custom fields are available for selection, yet your systems fields are not. 

Can Doganci added a comment - 29/Jan/2019 2:37 PM Adding this feature will help me save a lot of time from creating regular reports manually...

Paul Graves added a comment - 23/Jan/2019 3:21 PM This is fundamental, I can't believe this isn't available. Do we have an ETA on when this is likely to be available please? Thanks, Paul

Kristie Phillips added a comment - 17/Dec/2018 6:20 PM This seems like it would be core reporting functionality.  We went live today, and phase 2 was developing dashboards, and we just "assumed" we could create gadgets to report on the different Request Types.  

Andrew Bilukha added a comment - 11/Dec/2018 4:34 PM Goes back to complete fixing of this half-developed field.  The whole philosophy of this field has to be revisited. Wither make it a fully accessible as all other fields, or just get rid of it.  In the shape it is right now, the field is not helpful.

Imane Assoud added a comment - 10/Dec/2018 10:36 AM Hello, This feature is really needed and useful for many of our customers, please do something about it. Thanks.

Box IT added a comment - 30/Nov/2018 7:00 PM This is critical for the dashboards we create for teams to show them metrics on their tickets

Nuno Carreiró added a comment - 23/Nov/2018 4:17 PM Hi Atlassian, The Customer Request Type is one of our main ticket differentiation factor here at Farfetch.com it would be really useful for us to have it added as a default filter on the gadgets. It's kind of a shame for you to have this request being ignored for the last 3 years. We have 3000 people here that use one way or the other Jira, how many votes do you need here to make this happen? Thanks,

Brett Hone added a comment - 09/Oct/2018 7:41 PM I would also love this functionality, being an OOB field I think you should be able to report on it.

Erik Ellingsson added a comment - 29/Aug/2018 10:54 AM Also need this functionality for our customers.

Denis Zvonov added a comment - 08/Aug/2018 3:32 PM How does it take you, Atlassian, to have 0 reaction for a feature in demand for 3+ years? Who is the Product Manager, please?

Amit Geller added a comment - 17/Jul/2018 9:45 AM Is this available yet?

ssuhas91 added a comment - 13/Apr/2018 9:18 AM This is a default field which we have in Jira service Desk. And as a Service Desk team, we will be handling multiple type of categories based on the user request. This field should be available for all type of report filters by default. Can you please make it available.

Dan Mihalache [Qotilabs] added a comment - 10/Apr/2018 7:16 PM If anyone is interested, we have released a new app - Rich Filters for Service Desk Dashboards - which among other things covers this issue too (on server instances). Have a look and don't hesitate to contact us if you need more details.

Jochen Neuhaus added a comment - 09/Mar/2018 1:13 PM It is even worse. I just tried to manually export our service desk issues to excel to to my analysis there - but Customer request type and Organizations are not even exported to CSV! It's as if they actively want to prevent us to use these fields to get insight into our service processes.

Jochen Neuhaus added a comment - 09/Mar/2018 12:52 PM I would rather consider this a bug. Not being able to use a standard field for a standard functionality is really bad. visualizing the distribution of request types is an important metric for use. Please implement this!

Michael Reynolds added a comment - 04/Jan/2018 6:18 PM We need this bad :/

Lisa Gaillard added a comment - 24/Oct/2017 1:37 PM +1 Essential Feature & Must Have please add this feature to your backlog and provide us with some insights on your plans. Please Help and Update us someday soon! Many thanks  

Mamdouh Elbittar added a comment - 10/Oct/2017 8:20 AM +1 Essential feature to have.