Removing request type from required fields to create a ticket

[Zack]

Hello everyone! 

I have recently been dabbling in our customer portal to try and create access requests as a request type for our company, but now Request Types is considered a mandatory field for every issue in my project and I can't figure out how to disable it. If a ticket is raised through the portal, it will have a request type by default but when I manually create issues in the project queue, I want to be able to create a ticket with no request type and also not be required to select no request type as an option. I have made sure that Request Type is not associated with any of my screens, and I'm confused as to why it is so persistent.

Basically, how do I remove this red asterix next to the Request Types field when I create a ticket?

[Mikael Sandberg]

Hi @Zack,

Welcome to Atlassian Community!

The request type was made a required field when Atlassian added the option to use request type fields so that you would see the same thing that a customer via the portal would. If you click the drop-down you have an option to set it to No request type to bypass it.

 

[Zack]

I did see that, but I was looking to remove the Required attribute for this field rather than manually selecting No Request Type. I could also set up a new Request Type and set it to Default but I think the best practice would be to modify the field, I'm just not sure how.

[Zack]

It seems like No Request Type cannot be set to the Default in the feature lab either, which would have worked too for me.

[Joseph Chung Yin]

@Zack -

Hi Zack:

Welcome to the community.  In JSM project, "Request Type" is a field that is essential for JSM application.  In addition, Request Type is based/associated on an issue type.  Therefore, it cannot be disabled/optional based on my understanding and experience.

However, you can create issue by choosing the dropdown list of "No Request Type".  But again, this is not how JSM project works by design.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Jehan Gonsalkorale]

Hi Zack, thanks for your question here. I'd love to understand the underlying need here. Why do you want to keep the request type empty? 

For context, I'm on the project team that is pushing this change. Jira Service Management largely requires the request type but we are aware that many users do, on some occasions, choose not to select a request type. 

I'd love to better understand your use case so we can help improve the experience for you. 

Best regards,

Jehan Gonsalkorale

Product Manager, Jira Service Management