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ScriptRunner: How to write condition for Customer Request Type (Service Desk)

Hi All,

I am trying implement the post function for automatic transition (using ScriptRunner) for certain Service Desk requests and was wondering how I can write a condition to do that?

I tried the following:

issue.get("Customer Request Type") == "IT Help"
issue.get("Customer Request Type").value == "IT Help"
issue.get("Customer Request Type").value.toString() == "IT Help"

Thanks!

1 answer

1 accepted

10 votes
Answer accepted

Hi 

So your condition should be 

So the value that the Customer Request Type has is an enigma, because is not the one you see. For example for the IT Help is

isdt/getithelp

So your condition will be

import com.atlassian.jira.component.ComponentAccessor

def cf = ComponentAccessor.customFieldManager.getCustomFieldObjectByName("Customer Request Type")
def requestType = issue.getCustomFieldValue(cf)

passesCondition = requestType == "isdt/getithelp"

 Now in order to find the value you have to use for the comparrison the trick I use is I go to the script console and run the following script

import com.atlassian.jira.component.ComponentAccessor

// get an issue that has the Request Type that you want to find the id for
def issue = ComponentAccessor.issueManager.getIssueByCurrentKey("ISDT-9")
def cf = ComponentAccessor.customFieldManager.getCustomFieldObjectByName("Customer Request Type")
issue.getCustomFieldValue(cf)

Hope that help, 

regards, Thanos

This worked.  

Thank you!

Like Joe Pursel likes this

Hey All, 

I am having the same problem, but this is not working for me. I was able to track down the request type value, it is super crazy, but it just throws a false every time. Any thoughts of what I may be doing wrong? 

import com.atlassian.jira.component.ComponentAccessor

def cf = ComponentAccessor.customFieldManager.getCustomFieldObjectByName("Customer Request Type")
def requestType = issue.getCustomFieldValue(cf)

if(requestType == "itsd/1747d241-af6a-4a7a-8514-98e314e3b09c")
{return true}

I am not getting any errors. The execution is successful, so it is hard to understand why it resolving as false. The email just never goes out. This is a custom email post function, just FYI.

Any help would be awesome. This just seems like it should be working.

Thanks,

Jason

Like # people like this

Jason, 

I was attempting the same thing. I found out that requestType is not a string, and so the == comparison won't work. This is how I solved it. 

if(requestType.toString() == "itsd/1747d241-af6a-4a7a-8514-98e314e3b09c")
{return true}

 Best, 

Dave

Like # people like this
Payne Rising Star Apr 03, 2019

Old thread, but wanted to thank you for providing the ScriptRunner console trick for getting a request type value. Saved my bacon. :-)

Like Joe Pursel likes this

Thanks to all who helped solve this puzzle. Many thanks.

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