After creating Service Desk for existing projects, old issues created before the Service Desk creation date were not converted to Service Desk requests.
Current JIRA Service Desk doesn't convert the existing issues to requests automatically. The improvement ticket is tracked over here:
JSD-55Getting issue details...
Please backup your database in advance or perform the following steps in Staging server before applying changes to the Production server.
Install JIRA Suite Utilities.
Go to the workflow used by the affected project.
Create a temporary transition named "Set Customer Request Type" and map to the same status (or any other status you prefer).
In the transition, go to the Post Function tab.
Add a post function Update Custom Field with following values:
The values is formed with project-key/request-type(eg. test/hardware-request) in lowercase. To know which key and request type, you can run the following SQL in JIRA database:
select vp."KEY" as "project-key",vpf."KEY" AS "request-type" from "AO_54307E_VIEWPORT" vp join "AO_54307E_VIEWPORTFORM" vpf on vpf."VIEWPORT_ID" = vp."ID";
- Save the workflow or publish the draft.
Run the following JQL in Advanced Search:
project = XXXX AND "Customer Request Type" is EMPTY
Replace XXX with your prefer project. For better result, include the issuetype to ensure the issues set to the right request type.
In Issue Navigator, choose
Tools >> Bulk Operation.
From the list of operations, select "Transition Issues".
Select the transition "Set Customer Request Type"
- Finish the operation.
- The temporary transition can be removed from the workflow after the operation is completed.