Custom Field Not Available for Jira Service Management Customer API

[Abhinav Ingle]

Error Message

The field customfield_10085 is not valid for this request type Problem.

What I’m trying to do :
I’m integrating Jira Service Management with my Node.js backend.
I want to add a custom field to a customer-created ticket and submit it using the Service Desk customer API: /rest/servicedeskapi

Problem I’m facing
Although the custom field exists and works internally, it is not exposed to the customer endpoint (/rest/servicedeskapi). Because of this, when I try to create a ticket of type Problem, Jira throws the error that the custom field is not valid for this request type.

What I’ve already checked

• I went through all available Project / Space settings

• I can mostly see options related to Work Types

• I do not see any clear option to manage or enable Request Types

• I tried updating all settings that seemed relevant, but the field is still not available via the customer API

My question
How can I expose or enable a custom field so that it is accepted by the customer-facing Service Desk API (/rest/servicedeskapi) for a specific request type (Problem)?

I’m attaching screenshots of the settings I checked for reference.

[Marc -Devoteam-]

Hi @Abhinav Ingle 

You are referencing to the work type problem.

Request types are based on a work type. Multiple request types can use the same work type.

First the field needs to be on the work type.

Which work type scheme is used on the JSM space the related request type is on, space with key KAP?

Is the custom field on the screens used for work type Problem in work type scheme "KAP: ..."?

Is this custom field on the Request Type that is used with work type "Problem".

Go to the JSM space setting and Request Types, find your request and add the custom field to the request.

Then use the API to submit a customer request.

You need to understand the difference between work type and request type.

[Abhinav Ingle]

Hi @Marc -Devoteam- 

Thanks for the explanation — I understand the conceptual difference between Work Types and Request Types, and that request types are mapped on top of a work type like Problem.

However, the issue I’m facing is UI-related.

In my Jira Service Management space (KAP / keyy_app_poc), I do not see any option called “Request Types” in Space settings.
Under Space settings, I only see sections like:

Work types
Work item layout
Fields
Screens
There is no visible menu or section to manage Request Types for the portal

Could you please clarify:

Where exactly Request Types are managed in the new JSM UI / Customer Service Management (Space-based projects)?

Is this configuration hidden behind a specific permission or project type?

Or is there a different way to expose fields to the customer portal in space-based JSM projects?

I’ve attached a screenshot of my Space settings for reference, which shows that there is no Request Types option available.

[Marc -Devoteam-]

Hi @Abhinav Ingle 

is your use in the role Service Desk Team and in Atlassian administration on accessing your user, do you have the agent role?

[Abhinav Ingle]

Hi,

Yes, I do have the Service Desk Team / Agent role for this space, and I also have Atlassian administration access for my user.

I’m able to:

• Access Space settings
• Configure Work types, Fields, Screens, and Work item layouts
• Manage other project-level configurations

However, even with these permissions, I still do not see any option to manage “Request Types” in the customer portal or space settings, which is why I’m unable to expose the custom field to the customer-facing API.