JQL for a ticket with an empty customer request type and channel Portal

[Sérgio Mendes]

The JQL query is not working when we have a ticket with an empty customer request type, but the channel set as Portal.

Do you have any workaround for this?

[Muhammad Ramzan(Atlassian Certified Master)]

@Sérgio Mendes  problem is not with the query. I tried your scenario please execute the following query and you will understand what i am trying to say

project=yourhelpdeskprojectname

After the query execution, you will see in the list the customer request type is not empty here. Its only showing empty on service desk queue.

So it looks like issue with Jira , its saving the request type of moved issue but on service desk its showing no match as its does't exist there.

[Sérgio Mendes]

Hi @Muhammad Ramzan(Atlassian Certified Master)

Even here is showing with a no match, it's a bug.

[Olga Videc]

Hello @Sérgio Mendes 

You are probably talking about the Request type "No match" problem 

Here is how you find them

Go to issue navigator choose the desired project go to advanced and add and after project and enter this 

"Customer Request Type" = null

Example 

Project in(Project_A,Project_B) AND "Customer Request Type" = null 

Select project because if you don't select Service Desk type project/projects it will match Jira software/business projects you don't need that.

You can bulk edit them.

BR, Olga

[Sérgio Mendes]

Hi Red, thanks for your help.

No, it doesn't work.

If you have a ticket with a no match, but the Channel set as Portal, the ticket won't appear with this query.

[Sérgio Mendes]

Something like this

[Olga Videc]

Hello @Sérgio Mendes 

Setting the  request-channel-type = portal  will only match the issues that are created through portal.

Bust this problem mostly comes on issues that are created trough different channel types.

Why do you need this in your jql?

You can use JQL without request-channel-type = portal 

Can you please explain what issues you wanna find/match?

[Sérgio Mendes]

I need to have a query where I can find tickets that were moved from different Jira Service Desk Projects, losing their Customer Request Type.

If you try to search for tickets with the condition "customer request type" is empty or "customer request type" = null, you will see that tickets with no match request type, but that have Channel = Portal won't appear on this search.  

[Olga Videc]

Hello @Sérgio Mendes

Okay, I did some research since you can't search based on project type, you can try this query.

request-channel-type in (email,jira,portal) and "Customer Request Type" = empty

To quickly test this added key of the issue you sent a photo of the one that is not showing on the search 

request-channel-type in (email,jira,portal) and "Customer Request Type" = empty and issuekey = test-123

BR, Olga

[Andrew]

Hi @Sérgio Mendes ,

Could You please clarify, what mean 'customer request type'? It is some custom field? If You need issues with empty fields it should work e.g. 'component is EMPTY'

B.R.

[Sérgio Mendes]

Hi @Andrew, I'm talking about the field customer request type that we have in Jira Service Desk, like the picture attached.

When I have a request type with no match and the Channel set as Portal, the JQL query -"customer request type" is empty - doesn't work. This issue happens mainly when we move a ticket to different projects.