There are tickets in my project that get automatically created via the Jira Misc Workflow Extension from Jira Service Desk. There are two clues: * If I look at the History there is an entry from Jira Misc Workflow Extension with the text "None --> This issues relates to MSD-xxxx". * There is a Relates To linked issue to the Service Desk ticket. I'd like to use this data to help me start to gather some metrics on Service Desk tickets as a way to reduce post-production issues. But, I can't find any way to query on either of the bullets above. I'd rather not have to pay for the license to the Service Desk to dig data straight from the source...and not all Service Desk tickets make it to my project. Any ideas would be awesome.

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How can I find tickets that were automatically entered from Service Desk?

scott.fawcett

There are tickets in my project that get automatically created via the Jira Misc Workflow Extension from Jira Service Desk. There are two clues:

If I look at the History there is an entry from Jira Misc Workflow Extension with the text "None --> This issues relates to MSD-xxxx".
There is a Relates To linked issue to the Service Desk ticket.

I'd like to use this data to help me start to gather some metrics on Service Desk tickets as a way to reduce post-production issues.

But, I can't find any way to query on either of the bullets above. I'd rather not have to pay for the license to the Service Desk to dig data straight from the source...and not all Service Desk tickets make it to my project.

Any ideas would be awesome.

Accepted answers

Jack Brickey

Does JMEW create the issue w/ a unique Reporter? If so can you use that?

As far as a query on the two bullets what does the following yield?

text ~"None+This+issues+relates+to" AND issuelinktype = "Relates to"

fiddle w/ the above to see if you can squeeze out your goal

All comments

Jack Brickey

Does JMEW create the issue w/ a unique Reporter? If so can you use that?

As far as a query on the two bullets what does the following yield?

text ~"None+This+issues+relates+to" AND issuelinktype = "Relates to"

fiddle w/ the above to see if you can squeeze out your goal

scott.fawcett

For some reason it doesn't recognize "None". When I remove that I get results...but not what I need.

I tried to add "MSD", text ~"+This+issues+relates+to+MSD" AND issuelinktype = "Relates to"...but that also provides an empty result.

scott.fawcett

I haven't done many text searches, so still learning.

When I put in this query...text ~"This issue relates to MSD-1087"...I get no results. I would have hoped that would return the single ticket I'm using as a test case. Doing this to try to narrow down why it doesn't work when I add the string "MSD" to the search query.

Jack Brickey

Are you wanting to restrict The query to the MSD project? If so...

project = msd and text ~"None+This+issues+relates+to" AND issuelinktype = "Relates to"

adjust the text details in the quotes to align with what is actually common in each issue.

in the case you show above I suspect there is not issue that has the words “this issue relates ...”.

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