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?
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.
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.
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
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.
Something like this
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 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.
Hi @Muhammad Ramzan_Atlassian Certified Master_
Even here is showing with a no match, it's a bug.
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