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  1. Jira Service Management Data Center
  2. JSDSERVER-5025

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

    • Icon: Bug Bug
    • Resolution: Duplicate
    • Icon: Low Low
    • None
    • 3.4.0
    • Customer Portal
    • None

      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.

            [JSDSERVER-5025] Request Type is set to "No Match" when moving issues between Service Desk Projects

            Mateo made changes -
            Remote Link Original: This issue links to "JSDS-564 (JIRA Server (Bulldog))" [ 285675 ] New: This issue links to "JSMDC-564 (JIRA Server (Bulldog))" [ 285675 ]
            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2304803 ] New: JAC Bug Workflow v3 [ 3126141 ]
            Owen made changes -
            Symptom Severity Original: Major [ 14431 ] New: Severity 2 - Major [ 15831 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2059329 ] New: JSD Bug Workflow v5 - TEMP [ 2304803 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2056753 ] New: JSD Bug Workflow v5 [ 2059329 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1956514 ] New: JSD Bug Workflow v5 - TEMP [ 2056753 ]
            Matthew McMahon (Inactive) made changes -
            Remote Link New: This issue links to "JSDS-564 (JIRA Server (Bulldog))" [ 285675 ]
            Steve Haffenden (Inactive) made changes -
            Resolution New: Duplicate [ 3 ]
            Status Original: To Do [ 10071 ] New: Closed [ 6 ]

            Hi foselame

            Thanks for taking the time to raise this issue. It looks to be a duplicate of another couple of tickets that we already have on the JSDSERVER backlog so I'm going to close this one out.

            Thanks
            Steve

            Steve Haffenden (Inactive) added a comment - Hi foselame Thanks for taking the time to raise this issue. It looks to be a duplicate of another couple of tickets that we already have on the JSDSERVER backlog so I'm going to close this one out. Thanks Steve
            Steve Haffenden (Inactive) made changes -
            Link New: This issue is duplicated by JSDSERVER-3613 [ JSDSERVER-3613 ]

              Unassigned Unassigned
              foselame Francisco Oselame (Inactive)
              Affected customers:
              2 This affects my team
              Watchers:
              8 Start watching this issue

                Created:
                Updated:
                Resolved: