how can i call the field Request type

Good Morning,
My name is Hugo Maurício, i work in the company Deloitte.
I have an problem with the custom fields in Service Desk, i want to make a rule using the addon ScriptRunner but when i put in the code, 
"cfValues['Customer Request Type '] == 'Marcação de videoconferência'"

It do nothing. What i want is that the email only bee sent when the costumer selecet the request type "Marcação de videoconferência",what is the way to call that block field as it is written on the top?

Best Regards,
Hugo Maurício

3 answers

1 vote
Rodrigo Rosa Atlassian Team May 21, 2015

Hi Hugo,


I believe you can find an answer to your question here: Set JIRA Service Desk Custom Field in groovy


Is Customer Request Type a select list? If so you need

cfValues['Customer Request Type ']?.value == 'Marcação de videoconferência

With recent Service Desk version, "Customer Request Type" value consists in a `project/UUID` string which can be found in database tables AO_54307E_VIEWPORTFORM (key) in relation with AO_54307E_VIEWPORT (key).

Refer to SQL query available at


SELECT concat(lower(p.pkey),'/',vform.key) as value FROM jiraissue i , project p, issuetype t ,  AO_54307E_VIEWPORT vport, AO_54307E_VIEWPORTFORM vform WHERE = i.project  AND i.issuetype = AND i.project = vport.project_id AND = vform.viewport_id AND vform.issue_type_id = AND = 'PROJECT-123';

So if I have a request type, of type "After Sales"

My condition will by like this?

cfValues['Customer Request Type']?.value == "projectKey/After Sales"

You have to use SQL query above to find out Customer Request Type <<UUID>>.

Then condition has to test for value "projectkey/ed3df54d-5f13-4b7b-8010-07aca15d68c4" (an example from my setup)

How do you get the value for the different Request Types (UUIDs)?

With the mentioned "SELECT" SQL statement from my answer, to be executed in JIRA database itself directly.

I use Jira cloud version, so I have no access to SQL. :(

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Nov 29, 2018 in Marketplace Apps

How to set up an incident workflow from the VP of Engineering at Sentry

Hey Atlassian community, I help lead engineering at Sentry, an open-source error-tracking and monitoring tool that integrates with Jira. We started using Jira Software Cloud internally last year, a...

1,365 views 0 8
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you