Issue Summary

SLA is not displayed for existing issues if JQL using Customer Request Type

Steps to Reproduce

1. Create support request with Get IT help customer request type
2. Create SLA condition

Expected Results

SLA displayed properly

Actual Results

SLA is empty. If the customer creates a new ticket, SLA is shown properly.

Reconstruct API is not solving the issue.

• Missing or corrupted SLA data in Jira Service Management

Workaround

Customer Request Type values follow the format of "key/lowercased-form-title-hyphenated". Use this format in JQL instead.
For example project key of "IT":

"Customer Request Type" = "it/getithelp"

Get the full list of request types + string value for each project:

SELECT p.pname, r."NAME" as request_type_name , (po."KEY" || '/' || r."KEY") AS request_type_key 
FROM "AO_54307E_VIEWPORT" po, "AO_54307E_VIEWPORTFORM" r, project p 
WHERE po."ID"=r."VIEWPORT_ID" AND po."PROJECT_ID"=p.id
ORDER BY p.pname