How to Use the Request-Channel-Type Property on Filters in Jira Cloud
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Summary
Learn how to filter tickets by the request-channel-type property to identify the most used customer support channels.
Solution
The available properties
request-channel-type = jira
request-channel-type = portal
request-channel-type = anonymousportal
request-channel-type = email
request-channel-type = API
request-channel-type = deploymentTickets created via Chat (e.g Slack and Microsoft teams) will be considered as created via API.
Since request-channel-type is a property, not a custom field, you can't add it as a column in the Issue navigator, Queues, or Dashboard gadgets.
This guide shows you how to create an automation rule to store the request-channel-type value in a read-only custom field, enabling its use in the Issue navigator, Queues, and Dashboard gadgets.
Use automation to add the property to a custom field
1. Create a read-only custom field
The best custom field to store the value is a read-only one. This field can only be edited by the automation, so no internal user can change its value.
You can add the name Channel so you and your team can easily identify it.
2. Automation rule
If you need this option to be available on more than one Service project, go to the Cog icon > System > Global automation; otherwise, if you want rules for specific Service projects, go to Project settings > Automation.
Be aware of Automation execution limits. For more details, refer to the documentation How is my usage calculated?
When: New trigger > Issue created > Save.
Add component > New action > Edit issue.
On the Choose fields to set…, select the read-only custom field you created.
Once you select, a text box will appear for you to add a value. Here, we will use a smart value that will identify the property value and add the correct one.
{{properties."request.channel.type".value}}After that, click on Save and Publish your rule.
Note that we used the Issue created trigger, so the changes will be applied to any new ticket.
In case you need to update existing tickets, use the Scheduled trigger.
Using this option, you can select Run a JQL search and execute actions for each issue in the query > Add a JQL containing the tickets that need to be updated > Uncheck Only include issues that have changed since the last time this rule was executed > After saving the rule and clicking on Publish changes, click on Run rule.
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