Cannot get a Custom Field to appear in customer Request Form when associated to Screen

Question

I want to create a new request type to insert an approvals step into a process.

There are a few custom fields that I need on the form, that I cannot figure out how to apply onto the Request Form.

Issue Type: Service Request with Approvals associated to the 'Request Fulfillment' Screen Scheme

The Screen associated with this Issue Type includes the 'Deployment Type' custom field.

On edit, the issue was I needed to modify the context.

Ste Wright · Accepted Answer

Hi @JM

I'm assuming based on your description this is a Company-managed Jira Service Management Project. In Team-managed, the instructions would be different (and you'd just be creating fields, not adding them from a screen).

You can clarify if it's Team or Company-managed from the bottom left-hand corner, where it will be written.

Request Type Edit

Just confirming first you know how to edit a request form. As a Project Admin...

* Go to your JSM Project, into Project Settings
* Select Request Types from the left-hand menu
* Select the appropriate Work Category/Request Type
* Select the Request Form tab
* Add fields to the form using the appropriate button

See more information on this help page.

If the field is missing though, this could be a range of things - including...

* Field is missing from the relevant screen
* Field is missing or hidden on the field configuration
* Field context is limited to other issue types

This is how I'd check each of these...

Screen / Field Configuration

You'll need to be a Project Admin, and then...

* Go to your JSM Project, into Project Settings
* From the left-hand menu, select Request Types* Confirm which Issue Type is associated with the request type the field(s) need to be added to

* Next, from the left-hand menu, select Issue Types
* First, select the Field Configuration which is in line with the relevant issue type.* Search for a field, such as Deployment Type
* Ensure the field is not hidden. If it's visible, it'll have a Hide hyperlink in the Actions column. If there is a Show hyperlink, then press it to unhide the field

* Go back to the Issue Types screen, and next select the Screen Scheme* Open one screen, and ensure Deployment Type is on the screen. If it's missing, add it on
* Repeat for each unique screen, against all issue operations

If the field is visible based on the field configuration and screens, but still not available, next I would check field contexts.

Field Context

Fields can be limited to specific Projects, or Issue Types.

To check if this has happened, you'll need to be a Product Admin, and then...

* Go to Jira Settings (cog icon in top-right corner) > Issues
* Select Custom Fields from the left-hand menu
* Search for a field - such as Deployment Type
* On the right-hand side of the field's row, select the 3-dots icon, and choose Contexts and default values
* You want to ensure that the field is either available to all Issue Types / Projects, or if it's limited, the relevant Issue Type / Project is included. If it's not...* Select Edit Configuration
* Select applicable Issue Types or Projects from the lists
* Press Modify

I'd check these first, and if none of these work - perhaps provide us with a few screenshots of the settings above, along with what field type the field is, and what kind of Project it is, so we can investigate further :)

Ste