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JQL for customer request type "no match"?

Charlie Misonne

Is there a way to query on the customer request type field being in the "no match" state?

Situation:

When an agent changes the issue type of an issue the customer request type displays "no match". Unfortunately JIRA does not change the actual value to a matching type of the new issue type.

Solution:

I added an automation rule triggered upon status change, comment and creation that will set the correct issue type.

I have to query like this: issuetype = Question AND ("Customer Request Type" is EMPTY or "Customer Request Type" != "question" )

If above rule is true the customer request type will be set to question in the automation task.

Suggestion

This works correctly. However it might be useful to be able to search for all issues without a matching customer request type. I'll create an improvement request if this is not possible yet.

Accepted answers

All comments

Jack Brickey

Charlie,

i must be misreading your question because it seems like you have already answered it w/in you automation?

what i think you are asking is how to query for all issues that have "no match" in the Customer Request Type.

if that is true the JQL would be project = xxx and "Customer Request Type" is EMPTY of something similar. No Match equates to empty.

I suspect maybe there is more to your question.

Charlie Misonne

Hi Jack

Indeed I resolved my own question. But while doing that I was wondering if a simple query exists to find all issues with a "no match" customer request type

Customer Request Type" is EMPTY is not similar to "no match". The actual value is kept and displayed as "no match"

Jack Brickey

When I use the filter i provided the list consists of issues which all have "no match" in the issue view screen as the CRT. Maybe there are instances of NM that are not being caught by this filter. I will need to look at this further.

Charlie Misonne

Probably because those issues were not created through the customer portal but with the regular JIRA create screen. At that moment the issue will only have an issue type and no customer request type. It displays "no match"

Try this:

change issuetype of an issue that has a customer request type filled in
==> customer request types becomes "no match"
Search for customer request type IS EMPTY
==> issue from step 1 is not in the results (in my case at least)

Sync User

I did find that issues created in Jira are "EMPTY" and will display in issue searches as blank (even though looking at the Jira issues shows "No Match"). Those issues created in Service Desk show as "No Match" in the issue search which is different than EMPTY (which shows as blank). These portal issues also show as "No Match" while looking at the actual Jira issue.

There has to be a way to identify these portal issues in a JQL Query search. EMPTY does not pick them up.

Tomasz Kopera

Charlie, my concern to what you wrote "I added an automation rule triggered upon status change, comment and creation that will set the correct issue type." is that when you CHANGE issue type it does not mean you change status (sometimes it's mapped to the same status within workflow for new issue type), not always you add comments as well as creating new issue is not an option when you are not making duplicate but want to change issue type in existing issue.

So my conclusion is that even though your automation makes sense, there is no relevant trigger what will make this solution work 100% for the situation when we simply change issue type of current issue

Charlie Misonne

Hi Thomasz

That's right, this solution is not ideal but that's the best I could come up with.

Normann P_ Nielsen _Netic_

Any solution to this issue?

Michael Bachmann_1dy59l

I raised the issue again with Atlassian and they were able to reproduce the bug and created a corresponding issue: JSDSERVER-6395

Michael Bachmann_1dy59l

This issue has been resolved with Jira Service Desk 4.2, the customer request type is now a mandatory field when moving an issue.

Thomas Papougnot

Hi Michael, I still reproduce the issue with Jira Cloud, do you know if there's a ticket for that version we could follow ?

Michael Bachmann_1dy59l

Sadly no, this seems to have only been reported for Jira Server.

You should probably raise an issue with Atlassian yourself, mentioning the resolved issue for Jira Server.

lhassett

We have run into this problem due to our merging 2 support departments together and changing the names of our request types.

Rather than hiding the old request types, we just deleted them which has left a large number of "No Match" request types but they aren't empty.

I'm able to search for them by using the following JQL Pattern:

project = myProject and issueType = myIssueType and "Customer Request Type" NOT IN (...list of all of my current request types...) and "Customer Request Type" is not empty

Unfortunately, if you've deleted more than one request type, I'm not sure if there's a way to identfiy which requests are which, but I'm working on that problem now. Luckily I know some key words I can search for for our tickets that would qualify issues into one bucket or the other so I can make a pretty good guess. But it would be nice if there was a clear way to show which is which.

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