Request Type Issue

[Sierra]

I am receiving a red error message about a specific request type of mine when trying to capture it in queue query.

"There are no customer request types that match Request Flyer and Brochure (SL). Use the JQL auto suggestions to find the customer request type you're looking for."

From what I can tell, it looks like there is a customer request type. I'm not sure why I am getting this message. I did recently change this filter by query. Before it was 

"Request Type" in ("Request Flyer/Brochure (SL)", "Request Video (SL)", "Request Web Content/Graphics (SL)", "Request Social Media Support (SL)", "Request Logo/Graphic (SL)", "Request Marketing Email (SL)", "Request Tradeshows, Sponsorship, or Ad help (SL)") AND Resolution = Unresolved OR "Request Type" in ("Request New Feature (SL)") AND Department = Marketing OR "Request Type" in ("Request Customer Care Team Communication (SL)") AND status in ("Work In Progress") 

Now it is 

Status != Cancelled AND ("Request Type" in ("Request Video (SL)", "Request Web Content/Graphics (SL)", "Request Social Media Support (SL)", "Request Logo/Graphic (SL)", "Request Marketing Email (SL)", "Request Tradeshows, Sponsorship, or Ad help (SL)") AND Resolution = Unresolved OR "Request Type" in ("Request New Feature (SL)") AND Department = Marketing OR "Request Type" in ("Request Customer Care Team Communication (SL)") AND status in ("Work In Progress"))

When I try to use the filter it was before I get the same red message about the request type, even though it was saved and in use before I changed the query to what it is now. 

Thoughts ?

[Jack Brickey]

hi @Sierra , it seems that this is a duplicate thread to the other you and I have been communicating on - /How-to-edit-quot-filter-by-quot-query-to-hide-quot-Cancelled 

In any event one thing that I noticed here is that in one instance you have a "/" and in another you are not showing that. Can you tell me if the "/" is actually part of your request type name? 

"Request Flyer/Brochure (SL)"

[Sierra]

Hi yes,...I made a separate post thinking I would take this part to another thread. But , yes I just removed the "/" in my request types name just trying to see if that had anything to do with it. I found that it did not make a difference when using "and" in my request type name instead of the "/" ...  due to that I actually changed the request type back to what it was originally "Request Flyer/Brochure (SL)" ... 

[Jack Brickey]

Hi Sierra, thanks for the added information. So let me ask a simple question if you type the following text into and advanced search does your request type show? If so can you select that and have it returned results?

customer request type = "Request Flyer/B 

I am trying to see if the auto text complete finds your specific request type.

[Sierra]

I know what you are referring to with the auto complete aspect , as I typed the whole way to the point in my screenshot it did not give me any results. Closed out my browser and tried again just to be sure. However, I tried again to just add the request type in to my existing query again, and it does auto populate the request type and recognizes it as I type to select, just gives the red message, showing again in screenshot.

[Jack Brickey]

First of all it appears you're doing this within the Queue editor. Let's not do that. Go to the advanced search screen by clicking in the search bar and selecting Advanced issue search. This is a quicker way and safer way to not keep messing up your queues. You also note that I suggested "customer request type", but be sure to select what auto text complete presents when typing this out.

[Sierra]

Okay yes I was doing this all in the queue editor just would hit cancel when I was done trying things. I am at the Advanced issue search here are my various results from doing what you asked , auto text does not populate for the second and third screenshots here; 

In my last screenshot , here is my request type that does populate when searching like I did "Request Type" =

[Jack Brickey]

Based on your last screenshot it would appear that the request type in question is indeed valid. So what I would suggest at this point is continue using the advanced search and start building out your larger JQL adding a little bit of time to see if it breaks or not.

For example I would probably do this next

Status != Cancelled AND "Request Type" = "Request Flyer/Brochure (SL)"

then...

Status != Cancelled AND "Request Type" in ("Request Flyer/Brochure (SL)", "Request Video (SL)", "Request Web Content/Graphics (SL)", "Request Social Media Support (SL)", "Request Logo/Graphic (SL)", "Request Marketing Email (SL)", "Request Tradeshows, Sponsorship, or Ad help (SL)")

[Sierra]

It is strange to me that I get this message about the request type. 

Perhaps I'm better off deleting the request type and re-adding it than trying to figure out why JQL in various places says it's not valid.

[Jack Brickey]

This makes no sense…

are you saying that this is a valid JQL -  "Request Type" = "Request Flyer/Brochure (SL)"

but this is invalid - Status != Cancelled AND "Request Type" = "Request Flyer/Brochure (SL)"

please confirm that for me. If indeed this is the case can you try this  - "Request Type" = "Request Flyer/Brochure (SL)" AND Status != Cancelled

One other thing it is interesting that your JQL is using “request type“ when I am using this in my JQLI must enter “customer request type”. It isn’t possible that you have a custom field called request type is it can you please confirm?

[Sierra]

When I say invalid , I'm saying that due to this highlighted message I get when using 

Status != Cancelled AND "Request Type" = "Request Flyer/Brochure (SL)"

"Request Type" = "Request Flyer/Brochure (SL)" gives the same message

 "Request Type" = "Request Flyer/Brochure (SL)" AND Status != Cancelled

We do not have a custom field called request type , when users create a ticket they have the option to choose a request type or issue type. Like so ; 

I thought this made no sense as well, I've only had this issue with this specific request type so far "Request Flyer/Brochure (SL)" , as if somethings wrong with it.

Nothing looks off to me about the actual request type though.

[Jack Brickey]

In a previous response above you conveyed this…

In my last screenshot , here is my request type that does populate when searching like I did "Request Type" =

so why is this showing green, I.e. valid?

[Sierra]

Yes..which that still happens , as of right now. Looks like I'm not getting consistent results. In the previous three screenshots as you can see I got that message I highlighted , regardless of green check mark..

[Sierra]

I'm thinking now more than ever this is a Jira bug, I was changing the columns field for an entirely different queue / request type combination and I received the same red message not allowing me to save. I can recreate this consistently. 

All I was adding to the columns was "Request Type" is there a way for me to report this ? 

[Jack Brickey]

I definitely suggest reaching out to Atlassian support. Report back if you get resolution.