Creating a report using request type selections

chelsea-ullainalow

I am currently trying to create a report for our Jira service desk that breaks down the selections that people have made for a particular request type. 

I'm currently using the format: "Request Type" = "Request access to a service (IT)" AND "Which service do you need access to? (If you do not see it here then we do not look after it!)" = GitHub

But this is yielding no results in my report at all.

Is there something I am missing? 

 

Thanks in advance!

Esther Strom

Welcome to the Community, @chelsea-ullainalow

Without actually being able to see your instance, I don't see anything immediately wrong with your JQL. When you say you're trying to create a report, are you using the New Report option under Reports in your project? Or trying to search using Jira's issue searching?

Is it possible that there really are no tickets that match both items in your search clause?

First, is "Which service do you need access to? (If you do not see it here then we do not look after it!)" the actual name of your field, or is that the label you've given it in JSM? You can check by going to Project Settings -> Request Types, then choosing your request type and clicking into the Request Form view. From there, click into the field to see the back-end field name. In my example, the "label" is Leading Indicators/Metrics, and that's what customers see on the form. But the actual field name that Jira sees is just Metrics, and if I were writing JQL, that's what I would use.

 

Once you're sure about your field names, my suggestion would be to try searching for one clause at a time: 

• Search for "Request Type" = "Request access to a service (IT)" and see if that returns results
• Then search for "Which service do you need access to? (If you do not see it here then we do not look after it!)" = GitHub and see if that returns results (replacing the "Which service" part with the actual field name as described above)

If both of them return results, the next thing to check is if there are any overlapping results. It may be that there are requests of that type, and requests that have GitHub as the value for the second clause, but not tickets that are both.