How to identify Jira-Service-Management Tickets with jql?

[Nikolaus Weis]

Hi there,

we are using Jira Software for our agile teams and start to user Jira Service Management for our service and support team.

We interface to a different application and identify Jira Software tickets we want to synchronize using jql. As we use JSM now service-tickets are synched as well. Is there a way to identify jira-service-management tickets using jql?

Current jql (transferring also JSM-tickets): 

issuetype != UHD and issuetype != Reisezeit and Smartsheet-Sync = "Ja" and issuetype != Sub-task AND NOT (status in (Closed, Done, Resolved) AND resolved < -24d) AND project NOT IN (IuE-Süd, IuE-Nord, IuT, "Zeiterfassung Extern") order by id, id

I hope someone has a hint.

Kind regards

Nikel

[Max Foerster - K15t · Accepted solution]

Hi @Nikel Weis,

have you considered using one of the available fields in your JQL query that are exclusive to Jira Service Management? (Find the reference list for JQL here: Advanced search reference - JQL fields)

Customer request type would be an option for issues or simply filter for projects that are of type "service_desk".

Best, Max

[Nikolaus Weis]

projectType = "software" AND (...) 

...was the one I was looking for. @Max Foerster - K15t thanks a lot!

Best regards, Nikel

[Max Foerster - K15t]

You're welcome, always happy to support! :D