要約

Some issues are not displayed on the customer portal despite having a request type and user having permission to view it as the reporter or request participant. Using the below JQL, Jira also doesn't return these issues so it appears that a request type is present

project = ABC and "Request Type" is NOT empty

This is due to the bug JSDCLOUD-9006 - Getting issue details... STATUS

環境

Jira Service Management Cloud

診断

When you try to access the console or load the issue using the API endpoint you will see the below error https://<instance>.atlassian.net/rest/api/2/issue/<issue-key>>?expand=names

"customfield_10010":{"errorMessage":"The request type you are trying to view does not exist.",
"i18nErrorMessage":{"i18nKey":"sd.customerview.error.vpOriginMissing","parameters":[]}},

Here the field customfield_10010 maps to the Request Type system field (The customfield ID may differ from different Cloud sites). It indicates that there is a value but it doesn't exist in the current project and therefore it is still displayed in the JQL used as it meets the condition.

原因

Sometimes If a request type that's currently in use is deleted, the issues remain associated with them in the database. The JQL "request type is empty" won't return those issues because the association with the deleted request type still exists.

This could also happen due to migration when the request type doesn't exist in the destination project but the issue was migrated successfully. The issue would end up having a value in the Request Type field but this value is invalid in the current project. 

ソリューション

We suggest having a default request type for each issue type to avoid such scenarios. Check out this article Learn more about default request types.

Possible workarounds for this issue:

1. Verify the previous request type and create the new request type. With the exact name and configuration, it could help populate the field and work
   Create a request type
2. Manually/Bulk update these tickets to a different request type(a more time-consuming but effective approach), you can either do this using Bulk Operation: Edit multiple issues at the same time OR you could use Automation to do the same on a schedule trigger.
   NOTE: Either option only allows you to perform the action on 1000 issues at a time, so you can break it down and perform it in batches. Also with automation, we now have new limits that you have to be aware of blog post

If you don't want to make these changes but ignore these tickets in your JQL results then you would need to fine-tune the JQL to display issues without a request type:

project = ABC and "Request Type" NOT IN ( "Type1", "Type2",.....)

Related KB: Requests are not visible in the Customer Portal due to empty Request Type in Jira Service Management