How to add fields when creating a Request?

Question

Hello. First of all, please note that I am VERY new to Jira Service Desk administration, so bear with me.

When my users want to create a new request, they click on "Raise a Request", then "Get IT Help", which starts the process of creating a Request. The available fields are:

* Raise this request on behalf of
* Summary of request
* Description (optional)
* Attachment (optional)
* Components (optional)

I want to add an Assignee field where the user selects who is going to work on the issue as a drop-down list. I go to add the Assignee field and it says "This field type cannot be shown - you must provide a preset value". Is there a way to fix this?

Manon Soubies-Camy · Accepted Answer

Hi @Mr_ Snrub,

Since you're new to Jira Service Desk, let me suggest you to read these articles:

* Jira Service Desk – Don’t be afraid, the journey begins with curiosity! 
* Jira Service Desk – Who does what?

They may help you better understand how things work.

Getting back to your question, you can't add the Assignee field on the customer portal because you need a Jira license to assign an issue to someone: your customers can't assign issues. If you want the customer to only see the issue Assignee, not actually assign the issue to someone, you can look at Extension for Jira Service Desk, it can display the Assignee field on the customer portal (here is the documentation).

Also, the "Raise this request on behalf of" actually isn't shown to your customers, it's only available for agents. It's useful when customers call your support and one of your agents raises the request on behalf of the customer who's on the phone.

Hope this helps!

- Manon