Setting a required field is making it show up only only on customer ticket portal

[James Dushay]

I made a custom field called "Helpdesk Ticket Priority" which is a dropdown picker. I associated it with the screens I wanted and make sure it appears in my request types.

When I set the field to required it shows up in the customer ticket creation channel, and not on my details side bar as a selectable option. My desired outcome would be that customers can create tickets without selecting this and that our technicians need to select the ticket priority field themselves. When its on the customer channel form it doesn't show up as something our technicians can adjust and I'm confused.

Also when its set to required, i don't see it in the jira ticket view. I only see it when I created the ticket. This works for other fields but I can't figure out what I'm doing wrong.

[James Dushay · Accepted solution]

I figured this out. I needed to instead make a workflow validator since making it required was making it be REQUIRED on the create issue screen for our users.

[Walter Buggenhout]

Hi @James Dushay,

Screen configuration in JSM may indeed be a bit overwhelming. From what you describe, it seems as if you have modified the configuration of the request type (from Project settings > Request types). This is just the view that is used by customers to create tickets from the customer portal. Setting a field to required there only impacts the user experience in that customer portal, but not the view used by agents internally.

When you want your agents to be able to view and even edit that same field, you should make sure that it is also visible on the edit screen for the issue type that is linked to the form discussed in the first paragraph (the request type). You can find these screens in Project settings > Screens:

As you can see in the example above, each screen has a link you can click through from to edit the screen configuration.

If your field still doesn't pop up after you configured it there, a last potential step you may want to look into, is the issue layout configuration. It is yet another configuration layer that has impact on the placing and visibility of your custom fields with your users. When you get back to the request type form we discussed initially, that layout is on the second tab of the request form under the issue view title:

You may want to validate if the field you need is being displayed properly there as well.

Hope this helps!