show specific fields for that specific issue type in Jira Service Desk (backend)

[Meytal]

I created a service desk project with a kanban board so it would be easier to see the requests coming in.

I have multiple issues types, in which each issue type should have specific fields (many custom).

I added the fields and assigned them to the specific screen.

The thing is, in the Customer Portal, all the fields are placed correctly for the specific request.

Two issues:

1., When I try an open a request via the Jira Service Desk itself, i see all the fields from all the issue types.

2. When I view the issue that was created, it shows me ALL the fields from all the issue types.

I want to show ONLY the specific fields for that specific issue type when I create & view through Jira Service Desk Backend.

What am i doing wrong?

 In the below, i should NOT be seeing anything "optimail" 

[Meytal]

Thanks Bastian for solving my issue! I truly appreciate your response time, patience and professionalism.

For those interested:

1. Went to Issue Type Screen Scheme configuration page.
2. There I went to my Service desk Issue Type Screen Scheme assigned to my project
3. Clicked configure for this scheme
4. There i can see the Default is Screen Scheme is configured
5. What we did is to add the new Issue Type and assign the new Screen Scheme to it (the button for this is on the top right) with that Issue Type Screen Scheme

[Bastian Stehmann]

Hi @Meytal

So you created a screen for each issue type? Then it should show only the fields on that screen.

That it works correct, you have to add the screen to a screen scheme, and the screen scheme to an issue type screen scheme.

https://confluence.atlassian.com/adminjiracloud/associating-screen-and-issue-operation-mappings-with-an-issue-type-776636504.html

[Meytal]

The thing is, i am seeing all those TABS and the fields that are NOT related to that specific issue when I view the issue within the service desk backend (see screenshot above).

In the last screenshot, i should only be seeing General Details + Sandbox API Details. The Optimail should not be there as it is associated to a different issue type.

Hope this makes sense.

[Meytal]

By the way, i think the problem i am having is that i can't associate an Issue Type Scheme to more than one Project.

For example, if u look in this screenshot, the issue types are correct.

1. For Create an issue, if I could add the field "Request Type" to choose that should help show the correct fields for a specific Request Type i created.

2. For view, i have Request Type, but it still shows ALL the fields, including the irrelevant tabs.

[Meytal]

I think the problem is that I have all the fields in one Screens, then I got to Request Type and I see all the fields which is great, but then when I View the incident in the backend, it shows me ALL the fields for that particular Request Type/Issue which is not good.

This is what I see now in Request Types->Issue Type->Optimail Request.

I would have wanted to see ONLY this Screen for the Optimail Request Issue type under Request Types->Issue Type->Optimail Request.

Instead i see the above above "PISD: Jira Service Desk Screen"

[Meytal]

Apologies, i am just trying to give you as many screenshots so you can see inside my backend. This is Issue Type Screen Schemes

As you can see Optimail Request is has an empty project. While it needs to be part of the SD project below.

[Bastian Stehmann]

Thanks for your explanation and the screenshots.

If I got it right, you currently have one screen for with all fields. That won't work. You need one screen with the fields for Optimail for example and one for each other issue type.

Next you create a screen scheme, where you connect your screen with issue operations. 

You will have one screen scheme for each issue type.

After that, you create an issue type screen scheme  where you connect your screen schemes with the corresponding issue types. 

This issue type screen scheme can be configured for your project.

[Meytal]

Hi Bastian, that is how i did that originally and still do that when I use Jira Software. Yet for some reason for Jira Service Desk it doesnt work the same and that is the challenge i am having.

As you mentioned above, i created the following Issue Type "Optimail Request Beta" which has only one Field "Fix Version/s" just for this testing.

I hope the below is much more detailed than before in order to see where I am going wrong.

Acceptance Criteria:

Is to see the Issue Type "Optimail Request Beta"

1. When going to Project Settings->"Request Type" in Service Desk Backend, editing fields->add a field, I should only be seeing the fields i added to that issue type screen - Failed (i see all the PISD: Jira Service Desk Issue Type fields instead)
2. When creating an issue "Optimail Request Beta" from Service Desk Backend, i show only see the fields i added in the screen -  Failed (i see all the PISD: Jira Service Desk Issue Type fields instead)
3. When viewing an issue "Optimail Request Beta" from Service Desk Backend, i show only see the fields i added in the screen -  Failed (i see all the PISD: Jira Service Desk Issue Type fields instead)

STEP I DID TO CREATE NEW ISSUE TYPE:

1. Issue Type: Optimail Request Beta -> Issue Type Schemes: PISD: Jira Service Desk Issue Type (attached to the project I need it for) - I THINK THIS IS THE PROBLEM
   
2. Screen: "Optimail Request Beta" -> Screen Schemes: "Optimail Request Beta" -> Issue Type Screen Schemes: Optimail Request Beta
   
3. Workflow staying the same as the default one - not changed
   

SERVICE DESK REQUEST TYPE OUTPUT:

1. Chose the issue type "Optimail Request Beta"
2. Edit Fields->Add a field - Here I see ALL fields from "PISD: Jira Service Desk Issue Type" instead of ONLY "Optimail Request Beta" - Why is that?
3. 

Viewing an created issue:

1. I see all the fields from "PISD: Jira Service Desk Issue Type" instead of ONLY "Optimail Request Beta" - Why is that?

Creating an issue through the Backend:

1. I click on the (+) sign on the left menu bar
2. I choose the Service Desk Project
3. I pick Issue type "Optimail Request Beta"
4. I see ALL fields from "PISD: Jira Service Desk Issue Type" instead of ONLY "Optimail Request Beta" - Why is that?

[Bastian Stehmann]

This far, your configuration looks fine, but can you share the configuration of the schemes itself, not only the configuration, which schemes are used where?

If I remember correct, the fields for the requests do not depend on the screens, but on the field configuration. So you will need to have a field configuration for each issue type, if you want to see only the relevant fields.

[Meytal]

Here are some of the schemes:

Field Configuration Scheme:

Field Configuration:

Issue Type Screen Schemes:

Shouldnt that show me it is attached to a project?

Screen Schemes:

Workflow Scheme:

Issue Type Scheme:

Could it be the problem is that Optimail Request Beta is part of "PISD:..." rather than on it's own? I tried putting it on it's own and associating it to Product Intgration SD Project, but then it takes all other issue types and migrates them. This is not good.

By the way,, a small suggestion, do you prefer getting access to my service desk in order to see this in full? I can create a temp user/pass. If yes, we can PM on skype/email.

[Bastian Stehmann]

Sorry for the delay, I've been busy all day. 

I just send you an email, so that we can continue there.