Custom Fields added into Request Type / Forms are hidden.

[Kelwin Peralta]

Any custom field I create within JIRA Service Management and add to a request type form becomes hidden once I save the form with the fields I want. Then, I see this message while I hover over the required field. How can I solve this issue? What are the necessary steps?

[Olha Yevdokymova_SaaSJet]

Hi @Kelwin Peralta 

This issue usually occurs because the custom fields you added aren’t linked to the screens used by your request type. Even though you can add them to a Jira Service Management form, Jira will automatically hide those fields if they aren’t included on the create, edit, or view screens for the linked issue type.

Here’s how to fix it:

1. Identify the issue type behind your request type

   • Go to Project settings → Request types → [your request type].

   • Note which issue type it uses (for example, “Service Request”).

2. Add your custom fields to the right screens

   • Navigate to Jira settings → Work items → Screens.

   • Find the screen scheme for that issue type (Create, Edit, and View).

   • Add each custom field to those screens.

   • Save your changes.

3. Re-add the field to the request form

   • Return to Project settings → Request types.

   • Edit the form, add the fields again, and save — they should now remain visible.

You can also confirm the correct context under Jira settings → Issues → Custom fields → [your field] → Contexts to ensure the field applies to the right project and issue type.
Atlassian reference: Why custom fields are missing from request type forms.

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If you frequently need to create or modify onboarding or intake forms and want more flexibility, another option is Smart Jira Forms developed by our team).
It allows you to:
✅ Build forms without editing Jira screen schemes or field contexts.
✅ Use custom form-only fields (no admin setup needed).
✅ Automatically map responses to Jira fields once the form is submitted.
✅ Add conditional logic, attachments, and customized confirmation messages.

That way, you can design onboarding or service request forms quickly, without the usual screen and context configuration steps that Jira requires.

[Marc - Devoteam]

Hi @Kelwin Peralta 

Welcome to the community.

What kind of custom fields are this, what is the context set in the custom field, are you providing a default option or value on the request?

[Kelwin Peralta]

Here are all the custom field types and names. All of the default options are the same once created, as shown for the field "Additional Notes:"

[Marc - Devoteam]

Hi @Kelwin Peralta 

Related to you example, the field Additional Notes, is not added to a screen.

Are the created fields add to the screens related to the work items used  on the request types?

[Kelwin Peralta]

While I was taking a screenshot of the image, the fields that did not appear on the screen were excluded from the request type; they were removed. However, when the fields are added to the request type and the forms are saved, they automatically switch to hidden.

I deleted all the fields, created a new one, and the fields went hidden again.

[Marc - Devoteam]

Hi @Kelwin Peralta 

As mentioend by me and @Olha Yevdokymova_SaaSJet 

The fields that are hidden, are on the request, but not on the screens used by the work item types for the request.

These fields need to be assigned to the screens of the work item, to be also visible on the request type that is based on the work item