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Reason to close doesn't allow new ticket created?

Jonathan_Lance

I want to make the 'Reason to Close' feature mandatory. When I do so, it works on existing tickets, however prevents me from creating new tickets.

When I create a new ticket and populate the relevant fields and try to save the new ticket the 'Reason to Close' feature is activated..

Why is this happening?

Accepted answers

All comments

Nic Brough -Adaptavist-

Jira has a rather blunt "mandatory field" system and for historical reasons, tends to rely on apps for cases where fields have more complex needs.

The Jira system is just "a field is mandatory or optional". This runs throughout the lifecycle of an issue, the status, other fields, who the person is - all irrelevant. Mandatory fields have to be filled on create, and they cannot be blanked out during edit or transition.

To do what you're thinking of, what you'll need to do is make fields optional, but then find an app that can provide a "workflow validator" that can check that a field is filled before completing a transition.

Andrew Laden

If a field is "Mandatory" in the field configuration, then it must be filled in if it appears on the screen"

So you can control with with screen configiuration. So as long as your create and edit screens don't include that field on them, you will be fine. Though you will need to add a transition screen to your close transition to allow people a chance to fill in the field.

That said, Using a validator or condition probably makes more sense.

Nic Brough -Adaptavist-

I'm afraid that is not true.

This is why Jonathan is having this problem - the field is mandatory but not on the create screen. The system is demanding the field be filled, but it can't be because it is not on the screen, so you can't create it.

Andrew Laden

It absolutely is true. Resolution works the exact same way in a default setup.

From the docs (empasis mine) https://confluence.atlassian.com/adminjiraserver/specifying-field-behavior-938847255.html

Required/Optional — set a field to be required (so that whenever a field is edited it must be given a value) or optional.

If you aren't editing the field, because it isn't on the screen, then you don't have to give it a value.

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