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  1. Jira Service Management Data Center
  2. JSDSERVER-7386

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

    • Icon: Bug Bug
    • Resolution: Fixed
    • Icon: Low Low
    • 4.18.1
    • 4.9.0, 4.17.0
    • SLA

      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.

      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

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            IMPORTANT: JAC is a Public system and anyone on the internet will be able to view the data in the created JAC tickets. Please don’t include Customer or Sensitive data in the JAC ticket.
            Uploaded image for project: 'Jira Service Management Data Center'
            1. Jira Service Management Data Center
            2. JSDSERVER-7386

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

              • Icon: Bug Bug
              • Resolution: Fixed
              • Icon: Low Low
              • 4.18.1
              • 4.9.0, 4.17.0
              • SLA

                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.

                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

                        Unassigned Unassigned
                        tsuzuki@atlassian.com Tomoko Suzuki
                        Affected customers:
                        0 This affects my team
                        Watchers:
                        2 Start watching this issue

                          Created:
                          Updated:
                          Resolved:

                              Unassigned Unassigned
                              tsuzuki@atlassian.com Tomoko Suzuki
                              Affected customers:
                              0 Vote for this issue
                              Watchers:
                              2 Start watching this issue

                                Created:
                                Updated:
                                Resolved: