Is there a way to remove "Issue Types" in "Type" field dropdown on Issue Creation?

Question

Hi there,

For example, on a JSM project, when clicking "Create issue" an issue screen will come up and right now the "Type" field dropdown includes both Request Types and Issue Types.

Is there a way to only have the Request Types being displayed and removing the Issue Types to make it easy for our users?

Please let me know possible solutions.

Thanks!

Joseph Chung Yin · Answer

@Dylan Schofield -

In addition to what @Walter Buggenhout mentioned, your users (i.e. agents of your JSM project) should try to create issues in the JSM project by going through the portal UI as much as possible, or you should train them (agents) to use the Request Types listing first without using the Issue Types listing as the Issue Types listing is always displayed down at the bottom of the dropdown list section via the CREATE button.

All issues for the JSM projects should always be created via the Portal UI as much as possible.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Walter Buggenhout · Answer

Hi @Dylan Schofield,

No, not from the create button.

However, be aware that the create button is only available for users with a Jira license. Your users who would be creating tickets should 90% of the time be Service Desk customers, who create their tickets through the customer portal. Issue types are not available there.

Hope this helps!