Why is the JSD "fields" so bad implemented - Customer Request Type and Organizations

[Normann P_ Nielsen _Netic_]

Ive been working quite a lot with JSD lately, and Customer Request Types and Organisations are so bad implemented/different (dotn get me started on rest of the JSD...)

Upen changing Issue Type - the CTR field goes into a "No match", but still holds the old value..

Making it pretty hard to search with "Is empty".. and using a Post Function to set the field is not working (or it may, but the real names" are pretty Cryptic...

[JP _AC Bielefeld Leader_]

Can't you just map your issue type "Incident - Software support" to a request type, even if you don't want to display it on the customer screen. You can hide this request type. We use this to bundle all non-customer facing issue types using a single "Non customer" request type.

[Normann P_ Nielsen _Netic_]

Hi,

I always want the Customer to see the Ticket in the Portal, so "no match" is a no go.

Its always a Customer issue coming in, but my Customer is using Issue Types as a mean to move it around (and queues are set up for this).

I have the though of one Issue type only, and an additional field for "Software Support" etc - but this also use url's for creating tickets fast, and gives some other issues...

[Normann P_ Nielsen _Netic_]

See https://community.atlassian.com/t5/Jira-questions/JQL-for-customer-request-type-quot-no-match-quot/qaq-p/286929

"

I did find that issues created in Jira are "EMPTY" and will display in issue searches as blank (even though looking at the Jira issues shows "No Match").   Those issues created in Service Desk show as "No Match" in the issue search which is different than EMPTY (which shows as blank).    These portal issues also show as "No Match" while looking at the actual Jira issue.

There has to be a way to identify these portal issues in a JQL Query search.  EMPTY does not pick them up."

[JP _AC Bielefeld Leader_]

Hmm, not sure if this is by design:

Issues created in Jira as "Jira issues" are not supposed to be viewable by a customer. You might want to have "hidden" issues (like subtasks or issue types not visible to a customer). Service desk issues can always be created from the JSD project with the "Raise a request" action from the sidebar.

[Normann P_ Nielsen _Netic_]

I know :-) But You cant teach that to "old" jira users :-)

Im thinking of speding som weekend time trying to develop a JQL issuefunction for search and identifying these.

[Normann P_ Nielsen _Netic_]

Ok, got a "though" in the night - clearing the CRT field in a Post function... but no - does NOT work:

Fustrating....

[Normann P_ Nielsen _Netic_]

This works:

import com.atlassian.jira.component.ComponentAccessor def customFieldManager = ComponentAccessor.customFieldManager def crtField = customFieldManager.getCustomFieldObjects(issue).find{it.name == "Customer Request Type"} issue.setCustomFieldValue(crtField, null)

IS EMPTY shows the issue now. Afterwards, an automation rule can set CRT