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":
"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
Form Name |
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SLA is not displayed for existing issues if JQL using Customer Request Type
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":
"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