Can we use different screens for different Jira Service Desk Request Type?

Question

Hi Team,

I have one requirement, where I have different request types Incident, Service Request, and Change request, and again they have sub-request types,(for example, Incident has 5 subrequest types) so each sub-request types need a different set of fields while creating an issue from agent view(with create button), how is it possible to restrict only those fields should popup in the screen when you select the subrequest types?

and also I am using the JSM cloud, where the Extension for JSM app is not working as expected in cloud.

Regards,

Kavya Janiwarad

Kavya Janiwarad · Answer

Could you please suggest to me if you know any addons?

Jack Brickey · Answer

You cannot restrict fields by request type When creating issues from the application via the create button. If this is a requirement you should have your agents create issues from the channel dedicated to the Portal. They can click the Channels in sidebar and choose the portal to raise a request on behalf of the customer. For every other template, other than by ITSM, there is a raise a request link right in the side bar. I don't know why but Atlassian removed this in the ITSM template. Obviously you can still get there as stated above it's just not as intuitive in my opinion.

Kavya Janiwarad · Answer

Hi @Jack Brickey

Thanks for your reply!

Here I am using the ITSM project only, but I am talking about the creating the issue using create button from the agent view, not from the portal, anyway in the portal I can see the issue categories that I know, but here from the create issue screen how can we restrict the fields based on the request types?

Here is my requirement, I have subrequest types for each Request/Issue type means an Incident has 5 different subtypes exp: Application, Infrastructure, Operational, Compliance and Security. so while creating an issue from agent view, not from the portal, If I select Incident and again in Incident, If I choose security as subtype the different fields should popup on the create screen, If I choose Application as subtype the fields should be different.

Hope you understood the scenario.

Regards,

Kavya janiwarad