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Bulk change leaves Request Channel unknown

When I move Jira issues from a non-servicedesk project to a servicedesk project the Request Channel value is set to "Unknown". 

In my opinion it should be set to "Jira".

Am I right in this to be a bug?

Is there any way to edit or update the Channel value afterwards? I have failed finding a way?


2 answers

0 votes
Jack Community Leader Jun 24, 2021

Why would it be set to Jira? That is not even a request type by the default. The point is that when you move an issue the proper request type is unknown. You need to set it post move. If you click on the Request type you should be presented with options associated with the current issue type.

Hi @Jack

Considering the fact that when an issue in a Service Managment projecke is created via the Jira "Create" button (not via email or the portal), it does indeed get the channel value set to Jira, it seem consequential to me that a move of an issue from a plain Jira project would also set the channel value to "Jira".

0 votes

When you move an issue from a non-service-desk project to a service-desk one, there's no channel to be set.

Issues do not have a channel, the channel is an artefact of the request - it's telling you the channel the request arrived from.  The issue you are moving into the project does not have a request, so there's no channel to store.

Hi @Nic Brough _Adaptavist_ 

I understand, but like I said to @Jack above - I find this inconsequent with regards to what happens when I use the Jira "Create" button for an issue in a Servcie desk project.

I think you've missed the point here.  I can't think of another way to explain it.

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