search value "customer request type"

I want to find issues based on field values "customer request type" (service desk).
Works: "Customer Request Type" = empty!
It does not work: "Customer Request Type" = 'Task'

Is there any way?
Thank you.

6 answers

1 accepted

0 votes
Accepted answer
Steven Behnke Community Champion Feb 01, 2016

sad This field isn't properly supported yet. A few of the Service Desk fields seem to be like this. Please see the reported bug –


Customer Request Type values follow the format of "key/lowercased-form-title-hyphenated", so it may be possible to guess.
For example project key of "ITS":

  1. General Assistance = its/general-assistance
  2. Infrastructure Support = its/infrastructure-support
  3. Telecommunications / Telephones = its/telecommunications--telephones (notice the double hyphen on this one)

I've also noticed that this value is determined when the form is FIRST created, and if you change the name of the form, it doesn't change the title. I've also seen some values that look like "req/its-request2" where it apparently added a number on the end to make it unique. I think that happened because I had two identically named forms when I first set up that project.
Maybe that will help you reverse engineer things and get some queries working.

I failed to work.
I hope that Atlassian solve it in a new version.


What is type for this custom field?

It is a field created by service desk




Discovered this today, no need to guess.

In the table AO_54307E_VIEWPORTFORM, the value of KEY will hold the string that may be searched by. 

Steve is correct, the spaces are frequently replaced by hyphen, however this may be one or more hyphens, and the 'CALL_TO_ACTION' field may or may not match the key.

The string format for the JQL is "<lower_case_project_key/key_from_AO_54307E_VIEWPORTFORM_table>"

This select help find all possible value for Customer Request Type

select distinct cfv.stringvalue,
from customfieldvalue cfv,
customfield b
where = cfv.customfield
and b.cfname = 'Customer Request Type'
and substr(cfv.stringvalue, 4) = a.key;

Well, I use the kind of request type generated from the portal...


Service Desk Request

  • Request type: One
    Customer status: New
    Channel: Portal


"Customer Request Type" = "One"


JIRA Service Desk, Version 3.6.4

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