Issue layout

[Asher Francis]

Hi 

I'm trying to follow this guide https://confluence.atlassian.com/servicedeskcloud/configure-field-layout-in-the-issue-view-975038911.html as I need to change the layout of how fields appear in my issue types, however I do not have the "Issue layout" button in the project settings

It's a classic project.

The problem I'm trying to solve is that I have these fields here that are hidden and I want them to be higher up in the list

Any ideas?

Thanks

[Jack Brickey]

Hi Asher,

can you try clicking on the Configure button shown in your image?

[Asher Francis]

I can only click this if there's an associated "Request type" which there won't be for a lot of issues. There will only be a an associated request type where the issue was logged via the portal

[Jack Brickey]

A couple of things here...

• I hadn’t noted this was JSD, my bad. “Issue Layout” is specific to JSW though “configure” gets you to the right place for JSD.
• you need to ensure that the Request Type is always et to something to ensure proper operation of JSD, IMO.
• I don’t understand why Configure isn’t working for you regardless of RT being empty.

[Asher Francis]

Essentially I want to change the order of these fields. I thought this would be done through "Screens" but the order in the issue itself does not appear to reflect the order that the fields are setup in the screen

[Asher Francis]

If it's true that the "Issue layout" option is only for JSW then Atlassian need to update their documentation, as this advice is filed under Jira Service Desk!

I'm fairly new to JSD but I was under the impression that "Request types" were for issues logged by customers and Issue Types were to be used by service desk agents. 

Is this not necessarily the case?

[Jack Brickey]

Which specific field? I am able to rearrange fields on the RH side  by dragging ad dropping in the Configure screen.

[Asher Francis]

All of them, but specifically I have a field called "Tester" which only appears for an issue type of "Change Request". The field appears but it's under the "Show more fields" option at the bottom.

I tried adding a request type but there are no request types associated with the Issue Type so I can't do it. I don't need a request type associated to the issue type, because it will be for internal use only. 

[Jack Brickey]

One thing to note is that cloud has been changing so rapidly of late it is hard to keep up with how things appear today vs yesterday. Which is certainly challenging or users but even more so for admins and those answering question is the Community. 

Based on your comment on the docs I took a look to see if it had changed to “issue layout”. In my instance it has not so indeed that doc seem inaccurate.

request types are specific to JSD and are associated with Issue types. One thing to not is that if you do not set the RT when creating an issue using the +/create button then the customer will not be able to see that issue even if you make them the reporter.

[Asher Francis]

Thanks Jack, that's useful to know.

So if this is the case, each Issue Type should really have a linked Request Type, if it's to be seen by the customer in the portal? I can then just hide the request types from the portal?

[Asher Francis]

I've just tested this. I have a secondary account who does not have JSD access and is a customer only.

I set the Reporter to this customer, logged in through the customer portal and the request does show up in "Reported by me", even though there is no Request Type associated with the issue, or the issue type. 

[Jack Brickey]

regarding previous ... the reverse is true... Each Request Type will be associated to an Issuetype. Issuetypes could exist in a project without being associated to a RT. The customer only sees RTs. If you want to hide an RT w/in a portal then associate it to the Hidden group under project settings > Request types.

regarding your test... thanks for that info...as i said things change rapidly. Can you share a screenshot of how it appears to you as a customer (portal view).

finally....we are getting off track from your original request. Hopefully, you have figured the field layout piece out?

[Jack Brickey]

regarding your "Tester" field I suspect it is under the "hidden when empty" section.

[Asher Francis]

Unfortunately I haven't resolved the initial issue. I do not need a request type associated as the issue type is a "Change Request". This may have been created by a service agent, not a customer. Without an associated "Request Type", I cannot click the Configure button as when I hover over it, it says I have to have an associated request type in order to configure the layout.

I had thought this was the point of the "Screens". I have 5 issue types, each with a different screen and a different screen scheme. 

Each screen scheme has the screen as the default for Create, Edit and View. I have ordered the fields in the "Screen" how I would like them, but this is not reflected when I view/edit the issue in JSD. It's fine when I Create an issue with that Issue Type, but when i go to edit, the fields down the right hand side do not match the Screen configuration.

With regards to the portal, the issue below called "Test image attachment" is set as a Change Request Issue type with no associated Request type

[Asher Francis]

It would be under the "Hidden when empty" section, only this configuration screen is only available for Request Types... not Issue Types! So it's not actually there at all, since there's no request type that contains that field, only an issue type.

[Jack Brickey]

I don't use Issuetypes w/o RTs in any JSD so haven't experienced this but it makes sense given Configure has implications beyond just the layout (request form, workflow statuses).

Workaround - associate a request type to the Change Request issue type. if you don't want the RT on the portal for whatever reason then place in the Hidden group.

In the old issue view Screens was the means to arrange order but in the new issue view this has changed for the view issue screen. Configure and Issue Layout are the methods now.

[Asher Francis]

Thanks for all your help, Jack.

It seems crazy that I have to associate a request type with an issue type just so I can change the layout - seems like a big gap in functionality (I'm finding a few of those as I'm working with Jira more). This is especially annoying since it means that when an agent creates a new issue, the "Request type" and "Issue Type" are both listed under the "Type" dropdown. It's an unnecessary duplication and could be confusing for agents.

I'll have to do some tweaking and see how I go!

[Patricia Francezi]

Hi @Asher Francis and @Jack Brickey 

I think that the reason is that JSD would be used to share information about the issue customers opened, with the customer.

Without the Request Type associated, customer is not able to see it in the customer portal, even if they are the reporter. 

Also, for 1 issuetype, there may be N request types associated, explaining better the customer reasons (reports, automation... and so on) 

That being said, for me is not an workaround associating issuetype and hidden from portal. (dont kill me lol)

About the agents, as continually getting new features, we need to communicate, improve their procedures, teach project administrators and son on.... 

I saw that Enterprise Cloud instances will have the chance to select to upgrade or not. Not the case for cloud, so we need to be able to rapidly inform the changes, or rapidly inform the changes we will make. 

Regards!

[Jack Brickey]

Hi Patricia, regarding the need for RT, yes precisely. Now Asher indicates that he sees the issue in portal w/o the RT. Unsure about that as I have not tested. I know that the last time I looked I did not see without the RT.