"Customer Request Type" differs from "Request Type"

Question

(JSD-cloud)

I haven't paid attention to the "Request Type" in the view screen for some time and I ran across the following situation today and am a bit perplexed. To the best of my knowledge "Customer Request Type" and "Request Type" are the same field and yet the view screen would seem to refute my understanding.

It is also perplexing that the "Request Type" is "no match" given the issue came thru the portal. I suspect this has something to do w/ the issue type being changed after the fact (IT Help --> Bug) and am investigating that now. In the meantime, I'm hoping someone can help clear the fog for me.

Jack Brickey · Answer

you are likely right on the change in behavior and I was contemplating that very possibility. At least, I would like that to be the answer. I know when I first set up my JSD instance "Customer Request Type" didn't exist AFAIR only Request Type. One of the challenges of Cloud is trying to keep current w/ changes. I'm not going to worry too much about root-causing this but do plan to clean up my projects and leverage automation to try to keep the Request Types relevant.

Steven F Behnke · Answer

Ah, I believe that was an intentional change -- The request maintains the existing Request Type so that it's still visible in the portal, even if the state of the issue is no longer a valid request type.

So it appears that the View Renderer of the Custom Field pulls the old data, and the side-Panel pulls the live, current data.

Edit Though that doesn't really explain the mismatch, just the inconsistent 'No Match'.

Jack Brickey · Answer

Steven, so I spent some more time filtering thru the history and i'm hot on the trail but not fully understanding just yet. Plan to look at it more tonight possibly.

* Open an issue from portal w/ request type = Get IT Help results in the Request Type and the Customer Request Type both = Get IT Help
* In Jira I change the issuetype to Bug and "Request Type" moves to "no match" BUT Customer Request Type remains as "Get IT Help"

I get the "no match" result as that is known behavior but i'm perplexed on the origin and logic surrounding Customer Request Type.