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Can't determine how certain fields appear on back end when they were not part of the SD form

Sarah Aubuchon

I have a Service Desk ticket that gets created with certain fields required by the user to complete. Once that form is submitted and the ticket is created, on the back end, additional fields appear in the details section. Example fields are Components, Labels, Misdirected Ticket. I can't figure out how these fields are being placed on the form to stop them from appearing. They are not configured as hidden on the Request Type. Could not find a similar issue in the community. Thanks in advance.

Accepted answers

Mohamed Benziane

Hello @Sarah Aubuchon

If i have correctly understand, you see additionnal fields when you are connected as agent ? Those field are listed in the screen schemes that are associated to your SD project.

If you don't need them you can remove them here.

Hope this helps

All comments

Mohamed Benziane

Hello @Sarah Aubuchon

If i have correctly understand, you see additionnal fields when you are connected as agent ? Those field are listed in the screen schemes that are associated to your SD project.

If you don't need them you can remove them here.

Hope this helps

Gikku

Hi @Sarah Aubuchon

System fields like Components, Labels etc will appear by default for a request from an agent view although it is not specifically added in the project screen.

If you want to hide the fields for all the requests in the project, I will suggest to 'hide' the fields using field configuration scheme.

Sarah Aubuchon

I have 1 field that I do need on the screen scheme as it is used in one if the Request types. However, it seems to be appearing on request types that don't have this field on either the visible or hidden fields.

Mohamed Benziane

It appearing in the agent side ? If yes it is because the field is in the screen scheme. You can create a context for this field if you have different issuetype in your porject or use different screen scheme for issuetype where you will remove this field.

https://confluence.atlassian.com/adminjiraserver/project-screens-schemes-and-fields-938847220.html

Sarah Aubuchon

I feel like talking in specifics may be easier for me to convey my point and also understand your answers.

I have this Service Desk request Type with these fields:

When I create the ticket, on the SD side and Agent side, I have the report category appear with an option selected:

I need this field on the screen scheme as it used when the Report Request Type is selected so perhaps the contexts is what I'll need to work with but why does it display with "New" selected when the field options are None, New and Existing?

Thanks again

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