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Configuring Screens in Jira Service Desk

unknown

HI,

Can somone explain how to configure the issue screen in Jira Service desk? I have created a new screen and a screen scheme for when an issue is, created, edited or viewed, but I'm still stick with the same screen when I open the issue!

I'm using the new view, however I don't have the option to configure the screen through the ellipsis and configure......

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Ravi Sagar _Sparxsys_

Hi @[deleted]

JSD acts like another layer on top of Jira. Fields you added are added in Jira which is step 1. If you try to create issue from within Jira you should be able to see those fields but not on the portal.

Step 2 would be to add those newly added fields in your request form (which are mapped to request types). Just go to Project settings | Request types and you will be able to add fields there.

Ravi

unknown

Hi Ravi,

Thanks for the quick response. I can add fields onto the portal when creating a request type, the issue I'm having is when an agent opens the issue I can't find a way t edit that screen.

Jack Brickey

@[deleted], you change the screen scheme (or edit the current one) via the Screens page under project settings.

unknown

Hi Jack,

I have done that for create, edit and view. When I create a new issue the view looks correct and as I set it, when I then open the issue I just created the view isn't what I created?

Ravi Sagar _Sparxsys_

Post a screenshot of your Project Settings | Screens with expanded screen scheme as Jack showed above. Let us take a look. Issue Type Screen Schemes are a bit tricky.

Issue operations (create/edit/view) are mapped to Screen and this mapping is called as "Screen Scheme"
The "Screen Scheme" is then mapped to the Issue Types and this mapping is called as "Issue Type Screen Scheme"

So there are mappings at 2 places.

Ravi

unknown

Screenshot 2019-09-13 at 15.17.32.png HI, ok thanks. I have included the screenshots.

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