Is there a way to query on the customer request type field being in the "no match" state?
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.
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.
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.
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 :(
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.
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.
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"
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.
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"
I am having the very same issues in Jira 7.12.3 when an issue is moved between issue types.
In the issue list the old customer request type is shown:
(issue type = "Incident", customer request type = "Service Request")
But in the issue itself it just shows "No match":
Jira 7.9.2 behaves slightly different by showing "No match" in the issue list:
In both cases it is not possible to search for these issues except by creating an JQL containing all the incorrect combinations:
issuetype = "Incident" AND "Customer Request Type" = "Service Request"
But that gets very tedious very quickly when having several customer request types per issue type.
Still no solution to identify with JQL the tickets with request type = 'no match' ?
In my case, one of our service desk project is used for product support. It contains more than 10 products, each with at least 5 request types.
With about a hundred users, agents could have to deal with bad qualified tickets and they have to change the issue type for some of these tickets.
Sometimes, issuetypes are not in the same workflow, so updating this field is done by moving the ticket from the project to itself, changing only the issue type.
As a result, I often have some tickets with "no match" request types, and I have no way to identify them, instead of browsing them one by one. This situation brakes automations, triggers and statistics...
A ticket is open https://jira.atlassian.com/browse/JSDCLOUD-3613 but I can't find any workaround so I'm asking the community if someone did.
Thanks for your help.
Thanks a lot as always @Jack Brickey
I can create a new question if you think I should.
From my side, the field is named "Request Type" in JQL, not "Customer Request Type".
"IS EMPTY" works for tickets created from technical view (I mean not from the customer/portal view), because in this case the field is really empty.
But for tickets that have been updated (by moving or updating issue type field), the request type field is not considered as empty, and its previous value is displayed on JQL query results.
I can't find any way to detect these cases...
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