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We've recently launched Jira Service Desk to ~200 employees and upon those employees using the Zendesk Jira App the Customer Request Type is not connected in the same way as is through the Jira Service Desk portal, this means the requester is unable to access their own ticket either via the App (how the app works currently) but more importantly its also hidden from their portal account for 'my open requests'. We're having to bulk update using the below filter until a more practical solution is found.
"Customer Request Type" is EMPTY AND issuetype = "Service Request" AND status != Closed ORDER BY created DESC
Any help would be greatly appreciated, I will be reporting this issue with Zendesk support also.