JQL for customer request type "no match"?

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.

1 answer

0 votes
Jack Brickey Community Champion Jan 26, 2017


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.

Hi Jack

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"

Jack Brickey Community Champion Jan 26, 2017

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"

Try this:

  1. change issuetype of an issue that has a customer request type filled in
    ==> customer request types becomes "no match"
  2. Search for customer request type IS EMPTY
    ==> issue from step 1 is not in the results (in my case at least)

I'd be really interested to find an answer to this question; I am having the same issue.

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