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  1. Jira Service Management Data Center
  2. JSDSERVER-193

Customer Request Type in Basic Search

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    • Resolution: Unresolved
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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      As of now, the Customer Request Type behaves in the same way Sprint does (GHS-7255) - it cannot be selected in Basic Search, but works in the Advanced mode. This request includes two features:

      • make the Customer Request Type selectable in the Basic dropdown;
      • mask the field values to display the name from GUI (right now it's a non-intuitive ID).

            [JSDSERVER-193] Customer Request Type in Basic Search

            Gonchik Tsymzhitov added a comment -

            That's really needful feature request to implement for the users

            Gonchik Tsymzhitov added a comment - That's really needful feature request to implement for the users

            Rob Verdon added a comment - - edited

            How is this a 8 year old issue that still has not been resolved..

            Rob Verdon added a comment - - edited How is this a 8 year old issue that still has not been resolved..

            Andrew Bilukha added a comment -

            Come on, Atlassian. This is one of your "got you!" moments.  We all work hard to evangelize and sell your products to our CTO's and businesses, but then we roll out a Service Desk to Prod and run into a thing like this with Customer Request Type, a poorly thought out and undeveloped field, with poor ability to utilize it in reporting. Please fix it already, it's not a feature, it's a bug – every other field works normally except for this one... Fix it please.

            Andrew Bilukha added a comment - Come on, Atlassian. This is one of your "got you!" moments.  We all work hard to evangelize and sell your products to our CTO's and businesses, but then we roll out a Service Desk to Prod and run into a thing like this with Customer Request Type, a poorly thought out and undeveloped field, with poor ability to utilize it in reporting. Please fix it already, it's not a feature, it's a bug – every other field works normally except for this one... Fix it please.

            Pinesh Patel added a comment -

            I agree Chuck, it is a pain.
            Especially when you want to work with queues and this field.

            Pinesh Patel added a comment - I agree Chuck, it is a pain. Especially when you want to work with queues and this field.

            Chuck Vanderwist added a comment -

            Why on earth would we have any Jira field that cannot be searched? Especially for a service desk - we frequently need to analyze by Request type designation to guage our portal's effectiveness. I'd consider this a bug.

            Chuck Vanderwist added a comment - Why on earth would we have any Jira field that cannot be searched? Especially for a service desk - we frequently need to analyze by Request type designation to guage our portal's effectiveness. I'd consider this a bug.

            Torben Hoeft added a comment -

            it also cannot be used for gadgets, so we cannot analyse it with statistics on a dashboard.

            Torben Hoeft added a comment - it also cannot be used for gadgets, so we cannot analyse it with statistics on a dashboard.

            Matthew McMahon (Inactive) added a comment -

            While this is not yet available in Basic Mode, when in Advanced Mode, the dropdown options for searching by Customer Request Type are now much more intuitive, and will display the Request Type name.

            Matthew McMahon (Inactive) added a comment - While this is not yet available in Basic Mode, when in Advanced Mode, the dropdown options for searching by Customer Request Type are now much more intuitive, and will display the Request Type name.

            Mark Murawski added a comment -

            Definitely would like to be able to use JQL to search by customer request type in service desk

            Mark Murawski added a comment - Definitely would like to be able to use JQL to search by customer request type in service desk

            ANN LEE added a comment -

            It's still in open status and no solution provided!

            ANN LEE added a comment - It's still in open status and no solution provided!

            Aaron Moran added a comment -

            3 years later - this request is still open? +1, would like. 

            Aaron Moran added a comment - 3 years later - this request is still open? +1, would like. 

            Niklas Gotting added a comment -

            I strongly agree on this one, especially regarding enabling "Customer Request Type as static type in Pie Chart gadget.
            Also I asked about this here: https://answers.atlassian.com/questions/39989061/jira-dashboard-gadgets-using-jsd-request-types-as-statistic-type

            Niklas Gotting added a comment - I strongly agree on this one, especially regarding enabling "Customer Request Type as static type in Pie Chart gadget. Also I asked about this here: https://answers.atlassian.com/questions/39989061/jira-dashboard-gadgets-using-jsd-request-types-as-statistic-type

            ANN LEE added a comment -

            I have created JIRA Issue: Reference: JST-172495
            Please help solve this issue as soon as you can!
            Thanks!

            ANN LEE added a comment - I have created JIRA Issue: Reference: JST-172495 Please help solve this issue as soon as you can! Thanks!

            ANN LEE added a comment -

            Yes, I agree strongly!

            Many of our users want to create JIRA Dashboard such as "Pie Chart" to search the column of "Customer Request Type". But I cannot find it from Dashboard "Static Type" column list. This give us lot of inconvenience. Most of time, we have to export all issue record and show our customer by using MS Excel.

            ANN LEE added a comment - Yes, I agree strongly! Many of our users want to create JIRA Dashboard such as "Pie Chart" to search the column of "Customer Request Type". But I cannot find it from Dashboard "Static Type" column list. This give us lot of inconvenience. Most of time, we have to export all issue record and show our customer by using MS Excel.

            Mathieu TRUCHOT added a comment -

            hi,

            Why can we search and filter on every fields exept on this on ?
            this fonctionality would be very helpful for quickly organize the tasks of our team.

            Thanks

            Mathieu

            Mathieu TRUCHOT added a comment - hi, Why can we search and filter on every fields exept on this on ? this fonctionality would be very helpful for quickly organize the tasks of our team. Thanks Mathieu

              Unassigned Unassigned
              dwierzbicka Dobroslawa Wierzbicka (Inactive)
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                Created:
                Updated: