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  1. JIRA Service Desk Server
  2. JSDSERVER-5025

Request Type is set to "No Match" when moving issues between Service Desk Projects

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    Details

    • Type: Bug
    • Status: Closed (View Workflow)
    • Priority: Low
    • Resolution: Duplicate
    • Affects Version/s: 3.4.0
    • Fix Version/s: None
    • Component/s: Customer Portal
    • Labels:
      None

      Description

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

      Summary

      When moving an issue between Service Desk Projects, if the root Customer Request Type of the issue doesn't exist in the target project, the Customer Request Type will be set to "No Match" which will cause the issue to become invisible in the Customer Portal.
      Also, when searching for issues through JQL:

      Customer Request Type is EMPTY

      The query will not result in issues that have been moved as they will issue still have the reference from the old request type in the database.

      Steps to Reproduce

      1. Create two Service Desk projects
      2. Set two different Request Types between the projects
      3. In the Customer Portal, create an issue in the project A using a request type that doesn't exist in project B
      4. Move the issue to the Project B.
      5. The Customer Request Type of the issue will be set to "No Match" and the issue will no longer be visible through the Customer Portal

      Expected Results

      When moving an issue to the other project, it should have an option to select the new Customer Request Type which you want to set your issue, if the target project doesn't have a Request Type with the same name of the root project.

      Actual Results

      The issue is moved without the Customer Request Type and with a reference from the old Customer Request Type from the root project in the database.

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              • Assignee:
                Unassigned
                Reporter:
                foselame Francisco Oselame
              • Votes:
                2 Vote for this issue
                Watchers:
                8 Start watching this issue

                Dates

                • Created:
                  Updated:
                  Resolved: