How to create a virtual service agent when request type can't have required fields?

[Emerson McCuin]

I am trying to create a virtual service agent, but when selecting the default request type I am getting an error. Looking into the requirements, the default request type cannot have required fields, but there's no way to create a request type without a required "Summary" field, blocking my ability to create a virtual service agent. 

Is there any solution?

[Peter_DevSamurai]

Hi @Emerson McCuin , 

The "Summary" field is a standard Jira requirement and can't be removed from request types. However, for the virtual agent default, Summary must not be marked as required in the request type configuration (it can still be present).

• Go to Project settings -> Request types.
• Edit your default request type (or create a new one based on IT Service Request).
• In the Fields tab, find Summary and toggle off "Required".
• Save, then set it as the virtual agent default in Space settings > Channels & self service > Virtual service agent > Manage in Studio > Identity > Jira Service Management settings.

I hope these links below are helpful for you:

- Set Virtual Agent Default Request Type

- Custom Request Types

[Emerson McCuin]

[Peter_DevSamurai]

Hi @Emerson McCuin , 

What you can do is a work-arounds. 

• Create a duplicate of your existing request type.

• In the duplicate, hide or remove all fields from the form that are required (including "Summary" if possible via forms). Then designate that duplicate as the default request type for the virtual service agent.

• Alternatively, use the default request type just for escalation/fallback (with no required fields) and in your conversation flow use a Change request type and fields step (once you've collected data) to switch into a more complete request type with required fields.

Best,