Issue Summary

When a user creates an issue via email, because JIRA service desk only allows the project to have one incoming mail channel, if the issue is then moved to a different issue type, would stop sending notifications and finding the impacted issues would be quite difficult.

Steps to Reproduce

1. Create an issue in a Service Desk project via customer portal.
2. Move the issue to a different issue type because as the agent you see it is not raised under the correct request type.

Observation

JIRA Service Desk would clear out the customer request type field found on the right hand panel under service desk following the move. The problem however is that it does not also reset the customer request type field entirely, it just clears the Request Type field we see on the panel to No Match as seen below:

This can be confirmed by adding the Customer Request Type to the view issue screen.

Expected Behavior

JIRA Service Desk would clear the request type also removing all values from the field and allow admins to be able to find issues which have no request type using the query

"Customer Request Type" is EMPTY

Actual Behavior

As shown in the image earlier, the data that was originally in the field is still in the actual Customer Request Type field and using the JQL in the above query would result in an empty query though the Request Type field shows no match.

Workaround

User would need to query the JIRA instance for all issues of a particular issue type that do not have the expected Request type associated with them using a query like the below:

"Customer Request Type" != "<add the request type expected for the issue type here>" and project = "Your Project" and issuetype = "your issue type"

/* It there are more than 2 or more issues, modify the query to*/
"Customer Request Type" not in "<add the request type expected for the issue type here>" and project = "Your Project" and issuetype = "your issue type"