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  1. Jira Service Management Data Center
  2. JSDSERVER-4623

When searching using Customer Request Type, characters change to a non user friendly form

      Summary

      When searching for issues using "Customer Request Type" or editing a condition in an Automation rule using "Customer Request Type", the result turns into non-user friendly characters.

      Steps to Reproduce

      1. Create a Service Desk project (or navigate to an existing one)
      2. Go into the Service Desk project settings
      3. Create a Request Type - > <give it a name>
      4. Go to issue navigator -> search for issues (Customer Request type = <given name>).
      5. And also try to search for it under the Automation Rule by editing a condition.

      Expected Result

      1. The search should return the actual Request Type name

      Actual Result

      1. The request type is returned in the following format:
        • When searching from Issue Navigator using this as an example -> "Customer Request Type" = help and support
        • When editing an automation rule using the same JQL query -> "Customer Request Type" = help and support

      Workaround

      No current known workaround

      Observations

      In previous versions of ServiceDesk (3.0.x), searching for Request Type was done using this format -> "project-key/lowercased-form-requesttype-title-hyphenated", however in later versions (3.2.x) an Autocomplete function was introduced when searching for Request Types after which I believe this issue started happening

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          Form Name

            [JSDSERVER-4623] When searching using Customer Request Type, characters change to a non user friendly form

              Unassigned Unassigned
              malaaeldin Mahmoud Alaaeldin (Inactive)
              Affected customers:
              1 This affects my team
              Watchers:
              5 Start watching this issue

                Created:
                Updated:
                Resolved: