Fields not included in create issue screen shows when creating issues.

Question

Hi Community,

I have modified the change create issue screen to include below fields.

When creating an issue most colleagues see just those defined fields.

However, there is a few colleagues who see more fields, ex. "request participants" and "organisation".

When these colleagues click the show field button they only see below.

I makes no sense to me that they see fields that are not defined the the create screen, and also not listed in "show fields".

The fields "request participant" and "organisation" is included in the edit and view issue screens for this project but i assume this should not make them show when creating.

Is there a way users can have a setup overriding the setup i have defined in the screens as project administrator?

UPDATE!

Below is a screenshot from a colleague seeing the fields which are not in the issue screen.

The error below is clear that they cannot be set as they are not in the appropriate screen, but why are they shown at all in the creation screen?

Nic Brough -Adaptavist- · Answer

Ah, this is an interesting quirk of the way Jira Service Management has been built.

Jira tracks issues with fields on them as its core purpose.  Jira Service Management is a layer in front of the issues - customers create requests, and those are what the customers get to see.  The requests are handled with separate screens because the customers do not get to see the issues, and they don't get to enter some of the fields you are using internally.

The customers get to enter any field you put on the request screen, but because it's actually creating an issue, the fields need to be on the screen for the issue as well.

What I suspect you have done is created the issue screen to include priority, labels and organisations, then created the request screen to have them too, then you've removed them from the issue screen.

You'll either need to remove them from the request screen, or put them back on the issue create/edit screen.

Theis Joergensen · Answer

@Yanty Ghani [ServiceRocket] Thanks! Unfortunately this doesn't resolve the issue. I assume the form is based on an API response from Atlassian backend rather than cached information in the browser.

Yanty Ghani [ServiceRocket] · Answer

Hi @Theis Joergensen ,

Can you please ask your colleagues to open Jira from private browser or use incognito mode, then try to create an issue from there? I'm just wondering if this happens because of browser's cache.