Display name in request form can be reflected in Issue View ? - Jira Service Management

[Maha Mohan]

Hi All,

When configuring your Request form of a request type in JSM, you can also:

- change the display name of the field in the request form under Display name

Whereas in Issue View, it is displaying the standard name of the field instead of the display name configured in Request form of Request Type in JSM.

Is there a way to reflect the same display name given to request form field in issue view?

[Manoj Gangwar · Accepted solution]

Hi @Maha Mohan 

In Jira Service Management (JSM), the display name customization for request forms is only applicable to the customer portal view. Unfortunately, Jira's issue view (the internal view used by agents) displays the standard field names rather than the custom display names configured in the request form.

There isn't a native feature to automatically sync the display names between the customer portal and the issue view.

[Joseph Chung Yin]

@Maha Mohan 

Welcome to the community.  Unfortunately, it is not possible as the Request Type form is targeting the customers when they use them to submit his/her asks for your JSM site.

If this is something that you wanted to achieve, then you may want to search for possible third party add-ons that can provide you with the functionality.  Out of the box, it is not supported/provided.

https://marketplace.atlassian.com/

Best, Joseph Chung Yin

[Mark Mierkowski]

I'm having the same issue. Found a workaround of having automation post the response to the Yes/No Radio in an internal comment so the agent does not have to go to the portal view every time.