Low Issue Summary
SLA is not displayed for existing issues if JQL using Customer Request Type
Steps to Reproduce
- Create support request with Get IT help customer request type
- 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.
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":
JQL example
"Customer Request Type" = "it/getithelp"
Get the full list of request types + string value for each project:
postgres
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
| Form Name | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|