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

Hi Hugo,


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


1 vote

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)

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