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It seems that this is a limitation of Service Desk. I would have suggested to just make a report witch had a JQL ''"Customer Request Type" = "project_code/request_name_in_lowercase".
Like we have a project with a code "production" and a request name called 'Video'. And for us it would be "Customer Request Type" = "production/video". BUT it seems that Service Desk reports or the SLA's do not work with this JQL .. which sucks because I myself really needed to set up some SLA's based on the Customer Request type.
Workaround would be to go with labels. Add automatically a label when a ticket is created in Service Desk and then base your report on that label. But I know it is not such a nice solution ...
This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.Read more
...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...
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