Can we use different screens for different Jira Service Desk Request Type?

[Kavya Janiwarad]

Hi Team,

I have one requirement, where I have different request types Incident, Service Request, and Change request, and again they have sub-request types,(for example, Incident has 5 subrequest types) so each sub-request types need a different set of fields while creating an issue from agent view(with create button), how is it possible to restrict only those fields should popup in the screen when you select the subrequest types?

and also I am using the JSM cloud, where the Extension for JSM app is not working as expected in cloud.

Regards,

Kavya Janiwarad

[Jack Brickey]

Hi @Kavya Janiwarad , so with JSM you have the standard Issuetypes and the Request types RP that are associated with Issuetypes. Issuetypes define the underlying workflow, permissions, etc. for issues. I consider issuetypes to me inward/system facing. Request type allow you to present different forms to the Customers while maintaining a single underlying Issuetype. So for Request types you can certainly present different info to the customer.

With that out of the way, you mention "...different request types Incident, Service Request, and Change request, and again they have sub-request types". If you are using the ITSM project template then you have issue "categories" similar to what you mention so I am wondering if that is what you mean or if indeed you have created Request type by those names? Finally, I don't know what you mean by"sub-request types". Unless something has changed or there is an addon involved such a thing doesn't exist.

[Kavya Janiwarad]

Hi @Jack Brickey 

Thanks for your reply!

Here I am using the ITSM project only, but I am talking about the creating the issue using create button from the agent view, not from the portal, anyway in the portal I can see the issue categories that I know, but here from the create issue screen how can we restrict the fields based on the request types?

Here is my requirement, I have subrequest types for each Request/Issue type means an Incident has 5 different subtypes exp: Application, Infrastructure, Operational, Compliance and Security. so while creating an issue from agent view, not from the portal, If I select Incident and again in Incident, If I choose security as subtype the different fields should popup on the create screen, If I choose Application as subtype the fields should be different.

Hope you understood the scenario.

Regards,

Kavya janiwarad 

[Jack Brickey]

You cannot restrict fields by request type When creating issues from the application via the create button. If this is a requirement you should have your agents create issues from the channel dedicated to the Portal. They can click the Channels in sidebar and choose the portal to raise a request on behalf of the customer. For every other template, other than by ITSM, there is a raise a request link right in the side bar. I don't know why but Atlassian removed this in the ITSM template. Obviously you can still get there as stated above it's just not as intuitive in my opinion.

[Florian PEREZ [Valiantys Administrator]]

On the first topic, this is easy but limited. 

You can display the same set of fields you give to the user on creation by selecting the correct type of request. If you select a generic request you'll get all the fields in the create screen. 

There's maybe plugins to help you doing this but out of the box , this is the way things are done. 

[Kavya Janiwarad]

Could you please suggest to me if you know any addons?