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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).

          Form Name

            [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. 

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