How to add fields when creating a Request?

[Mr_ Snrub]

Hello. First of all, please note that I am VERY new to Jira Service Desk administration, so bear with me.

When my users want to create a new request, they click on "Raise a Request", then "Get IT Help", which starts the process of creating a Request. The available fields are:

• Raise this request on behalf of
• Summary of request
• Description (optional)
• Attachment (optional)
• Components (optional)

I want to add an Assignee field where the user selects who is going to work on the issue as a drop-down list. I go to add the Assignee field and it says "This field type cannot be shown - you must provide a preset value". Is there a way to fix this?

[Manon Soubies-Camy · Accepted solution]

Hi @Mr_ Snrub,

Since you're new to Jira Service Desk, let me suggest you to read these articles:

• Jira Service Desk – Don’t be afraid, the journey begins with curiosity! 
• Jira Service Desk – Who does what? 

They may help you better understand how things work.

Getting back to your question, you can't add the Assignee field on the customer portal because you need a Jira license to assign an issue to someone: your customers can't assign issues. If you want the customer to only see the issue Assignee, not actually assign the issue to someone, you can look at Extension for Jira Service Desk, it can display the Assignee field on the customer portal (here is the documentation).

Also, the "Raise this request on behalf of" actually isn't shown to your customers, it's only available for agents. It's useful when customers call your support and one of your agents raises the request on behalf of the customer who's on the phone.

Hope this helps!

- Manon

[Jack Brickey]

Hi @Mr_ Snrub

there are indeed some fields that cannot be exposed on the issue create screen. Assignee falls into this category. The reason is that the customer should not be setting the Assignee when creating an issue and “raise a request” is a ‘customer’ action performed by an agent to handle the use case of raising an issue on behalf of the customer. If you want to have the Assignee on the create issue action then you can, as the error states, set a default user and hide the field from the form. The other, and likely best option is to have your agents use the “+” to create issues. If they do so they must be sure to change the Request Type if you want the issue to be seen by a customer assuming the agent is in fact changing the reporter to the customer. Does this make sense?