fields are not positioned in the correct area when the work item is created via automation

[Koen Bruggeman]

hi,

Creating a workitem via the portal, position the field in the correct area (description field area). The area is set in the request type, work item view.

However, when you create the same workitem type via an automation, the fields are all positioned in the right colom, and not in the description field-area.

I dont want the fields in the request form-area.

Why is that, How can I solve this?

setup in request type layout:

unexpected result via automation:

expected result via portal:

[Marc -Devoteam-]

HI @Koen Bruggeman 

On each request type, go to the tab on the top and select the Work Item view, arrange the field there on how a work item represents the fields.

You can't use fields there that are used in the Request form, as if you do this, they will disapear from the request.

Best practice, let Agents also create tickets via the portal so that required data on the request is also set.

[Brandon Viertel]

Morning @Koen Bruggeman

Can you verify that the Request Type is set? 

What we had found out was that there were two work item creation actions in automation. The basic "Create Work Item" did not set the Request Type, and as the RT wasn't set, it broke a few things about the request, one being the work item view. There is another automation action, "Create Work Item with Request Type" that sets this in that process. You can use the first, however you have to use the additional automation action "Set request type". 

Check the work item to see if the RT is getting set. Then check your automation to see if it using the correct "Create Work Item with Request Type" automation action. 

Thanks!

Brandon 

[Koen Bruggeman]

hell guys,

thank you both for your input. Because your suggestions, I wonder if you can see my pictures which are attached? They show that the fields that I would like to see in the agent-view, under "description fields" area, are configured in the correct area in the layout-configuration page.

Like I said, it works just fine when i create the same workitem via the portal, but not when it is created via an automation (from another project). When created via automation, the fields moved to the right hand side under "more fields" in the agent-view, while the fields are still configured in the layout-configuration page, under "work item view, description fields".

creating via the portal isnt an option because i dont want to copy/paste the content each time :)

[John Funk]

Hi Koen,

I have never seen automation rearrange fields on a screen. Not even sure how it could do that. 

From the work item above where it is in the Context section, scroll to the bottom right and click on Configure. Then move the fields from Context section to Description section in that layout. 

[John Funk]

I saw your screenshots, but you are saying that the fields are in the Context area on the screen, but when you click on the Configure link on that same work item, it shows them in the Description section? That's my question. 

Like I think Marc was alluding to, you need to make sure you are comparing apples to apples - the same Request Type (but more importantly the same issue/work type) on the configuration and for what the automation is creating. 

If you do what I said in the first paragraph and they indeed show differently on the same work item, then you need to submit a support ticket to Atlassian.