custom fields won't export for different issue type

Question

Hi,

We have an issue type in our Jira configuration that doesn't export two specific custom fields that are definitely chosen by Customers when they are first submitted.

This issue type is used when we want to close out tickets and not generate a feedback automation response for Customers so it has a purpose to this end.

What do I need to do to ensure the issue type includes the Custom Fields that I know for a fact were originally selected by the Customer (via Jira Cloud -> Excel exports) ?

Please HELP!

ThanQ,

~Alex

ps. I have chosen the specific aforementioned custom fields from the fields drop down but they are blank as of now.

Joseph Chung Yin · Answer

@alex.webber -

Thanks for your updated screenshot.  Here is what my understanding of your issue -

1) Customer created BUG issue via the portal and populated both "Application Component Affected" and "Business Impact".

2) Your process converts the BUG issue to Support issue.

3) After the transition, those two fields values are gone.

This is what you need to check -

* Validate the custom field's configuration that the context setup is assigned to both issue types (BUG and Support) for the same project.
* Validate the field configuration scheme "Emailed Issue" - doesn't have those two fields hidden.
* Validate your internal process that converts BUG to Support is not overriding those fields values or setting them to NULL.

When converting issue type to another issue type, you should ensure that both issue types fields usage are the same and configured the same.  Otherwise, data associated with one issue type may get stripped off after the conversion.

Hope this helps.

Best, Joseph

alex.webber · Answer

Hi @Joseph Chung Yin

Reattaching screen captures below via public DropBox links.

With regards to your question:

Can you confirm that when customer creates the issue in the portal that he/she always provide values in the fields in question?

YES, Customers provide these two fields when the ticket is initially submitted as a Bug Issue Type. However, when that Issue Type is transitioned to Support Issue Type (which we do internally) those fields disappear from the Jira Cloud exports for an unknown reason.

https://www.dropbox.com/s/hlrq64d5llpvlil/Jira%20-%20Issue%20Type%20Schemes.png?dl=0

https://www.dropbox.com/s/z31a06usi1ygwex/Jira%20-%20ACA%20is%20a%20required%20field.png?dl=0

https://www.dropbox.com/s/zdsbduimi5km8a9/Jira%20-%20BI%20is%20a%20required%20field.png?dl=0

Joseph Chung Yin · Answer

@alex.webber

Hi Alex:

I cannot read your latest screen captures (the first two) because they are extremely small.  Can you resend them?

On the other note, can you confirm that when customer creates the issue in the portal that he/she always provide values in the fields in question?

Best, Joseph