How to Use the Request-Channel-Type Property on Filters in Jira Cloud

Summary

Use the request-channel-type property to identify the most-used customer support channels.

The available properties

The available values are:

• jira

• portal

• anonymousportal

• email

• API

• deployment

Tickets created via Chat, including Slack and Microsoft Teams, are considered to be created via API.

Important: request-channel-type is a property, not a custom field, so you can't add it directly as a column in the Issue navigator, Queues, or Dashboard gadgets. To use this value in those locations, store it in a read-only custom field with an automation rule.

Solution

Use automation to add the property to a custom field

1. Create a read-only custom field

Create a read-only custom field to store the request-channel-type value. A read-only field can be edited only by the automation rule, so internal users can't change its stored value. You can name the field Channel so you and your team can easily identify it.

• Create a custom field

2. Automation rule

Choose the automation scope before creating the rule:

• If the rule must be available for more than one Service project, go to the Cog icon > System > Global automation.

• For a rule limited to specific Service projects, go to Space settings > Automation.

For new tickets, use New trigger > Issue created. Add New action > Edit issue, select the read-only custom field, and set its value with:

{{properties."request.channel.type".value}}

Save and publish the rule. Because the rule uses the Issue created trigger, it applies to new tickets.

To update existing tickets, use the Scheduled trigger. Select Run a JQL search and execute actions for each issue in the query, add a JQL query containing the tickets to update, and uncheck Only include issues that have changed since the last time this rule was executed. After saving the rule and selecting Publish changes, select Run rule.