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Bug
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Resolution: Fixed
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Medium
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3.3.0, 3.5.1, 3.12.2, 3.15.3
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16
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Severity 3 - Minor
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32
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NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.
Summary
When the user exports an issue from Service desk to CSV(all fields) the "Customer Request type" do not show the actual name of the request type, instead it shows a code from it.
Steps to Reproduce
- Search for service desk issue that contains not default request types
- Click on Export Excel CSV (all fields)
Expected Results
On the exported csv, "Customer Request type" field shows the name of the request type.
Actual Results
It shows a code from it.
Take note that the exported value is in the form of: Project_Key/Request_Type_Key
Workaround
Run this SQL query from the database:
NOTE this is written in PostgreSQL syntax and may need to be modified for for your database type:
select vp."KEY" as project_key, vpf."NAME" as Request_type_Name, vpf."KEY" AS request_type from "AO_54307E_VIEWPORT" vp join "AO_54307E_VIEWPORTFORM" vpf on vpf."VIEWPORT_ID" = vp."ID";
Then base on the KEY to find the NAME.
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JSMDC-1093 You do not have permission to view this issue
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[JSDSERVER-4520] "Customer Request type" field get encoded when exported to CSV
Hi Dylan,
A workaround we've been using is to export to HTML instead of CSV from the Issue Filter Screen. Then, use Excel to open the HTML file. You'll get the correct Customer Request Type that way. There is a bit of clean-up to do after you open the file, but it's a workable solution if you're looking to export Customer Request Type. Hope this helps.
Thanks,
Chris H.
Is there a workaround for this issue? High priority - need it for metrics.
Same - would be great to resolve, as there are considerable reporting implications.
Atlassian,
Can we get an update on this bug?
Version 3.15.3 is affected
There are lot many reasons when you need to export data into excel to generate meaningful metrics and such issues affect a lot and increase the workload. Service Desk being one of the popular tool in market, please do not let these minor bugs affect the overall customer satisfaction towards the product.
Hi apetridou, the fix has been deployed to Jira Service Desk 4.4.0 onwards, and accordingly to the compatibility matrix, this version is only compatible with Jira Core 8.3.0 onward.