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  1. Jira Service Management Data Center
  2. JSDSERVER-6395

Customer Request Type retaining Old Value in Issue Navigator

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      Summary

      When moving a Service Desk Request to another issue type, the Request Type will change to "No Match" if none is selected when moving. But, it appears that if we search for the same moved issue in the Issue Navigator, the Customer Request Type is still retaining the Old Value rather than removed or "No Match"

      Steps to Replicate

      1. Create an SD Project.
      2. Create an Issue/Ticket
      3. Move the ticket to change the Issue Type
      4. Set the Customer Request Type to "No Match" and confirm the moving.
      5. Search for the issue in the Issue Navigator

      Expected Result

      The Request Type will be removed and shown as "No Match"

      Actual Result

      The old request type value is retained.

      Notes

      • Re-indexing does not helo
      • Different versions show different behavior:
        1. Jira Service Desk 3.12: in the issue list "No match" is shown
        2. Jira Service Desk 3.15: in the issue list the old customer request type is shown
        3. Jira Service Desk 4.1: in the issue list the old customer request type is shown

      Workaround

      • None to be found yet

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            [JSDSERVER-6395] Customer Request Type retaining Old Value in Issue Navigator

            Aidan Goldthorpe added a comment -

            Due to a change in the move issue process, this problem no longer occurs as of JSD 4.2

            Aidan Goldthorpe added a comment - Due to a change in the move issue process, this problem no longer occurs as of JSD 4.2

            guspea added a comment -

            Hi,

            Has anybody found how to find out all the affected issues by using a JQL?

            I've read this thread (JQL for customer request type no match) but seems that is not possible.

            Thanks.

            guspea added a comment - Hi, Has anybody found how to find out all the affected issues by using a JQL? I've read this thread ( JQL for customer request type no match)  but seems that is not possible. Thanks.

            Alan Bruce added a comment -

            It could be argued that the severity is higher than Minor as this impacts automation and queues. 

            I have a queue set up that reference this field and these tickets do not show up due to the 'No Match' entry.

            Alan Bruce added a comment - It could be argued that the severity is higher than Minor as this impacts automation and queues.  I have a queue set up that reference this field and these tickets do not show up due to the 'No Match' entry.

            Michael Bachmann added a comment - - edited

            This has also been discussed in this community thread: JQL for customer request type no match

            Michael Bachmann added a comment - - edited This has also been discussed in this community thread: JQL for customer request type no match

            Andreas Amundsen added a comment - - edited

            It is quite common that issues are moved between issue types, or projects. I both cases this bug causes problems since it is not possible to search for affected issues in JQL, and consequently not possible to automate the task of setting a new request-type. A possible solution would be to allow setting a "Default request-type" per issue-type, that is automatically set in these cases.

            Andreas Amundsen added a comment - - edited It is quite common that issues are moved between issue types, or projects. I both cases this bug causes problems since it is not possible to search for affected issues in JQL, and consequently not possible to automate the task of setting a new request-type. A possible solution would be to allow setting a "Default request-type" per issue-type, that is automatically set in these cases.

              Unassigned Unassigned
              jrahmadiputra Julian (Inactive)
              Affected customers:
              10 This affects my team
              Watchers:
              14 Start watching this issue

                Created:
                Updated:
                Resolved: