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Can't save Request type changes

Mark Hayford_oyb3vw

Having a problem (or maybe just lack of understanding). Here are my steps ...

Going into my Service Desk project. Select REQUEST TYPES so I can add/edit the files I need ... This happens to be an HR system (don't think that matters) but one of the canned request types we want to use is "Employee OnBoarding".

I can successfully add/edit the fields I want, (in the Request form tab) ... I hit save and those are all viewable when I go to "Raise a Request, to add a new ticket. Al good so far.

From here I am having two unrelated issues.

1.) If I toggle over to the Issue view tab (still in Request Type), to make those same edits/changes, the original field changes on the Request form tab are reversed out. Tried this a few times, always hitting save in between, same result changes keep getting lost.

2.) Unrelated issue to problem #1 ... Is when I go to raise a new ticket, this time by using the CREATE button, (as opposed to "Raise a Request", none of the fields I changed are there...Is there a different process for viewing/editing my custom fields, despite both processes do the same thing (creating a new Service JIRA ticket)?

Thx, Mark

Accepted answers

Dirk Ronsmans

Hey @Mark Hayford ,

The first issue sounds like something buggy, you might be best to raise a support request for that so Atlassian can troubleshoot your instance. You can do that at https://support.atlassian.com/contact

for 2) however, your guess is correct.

The portal view and the issue view are 2 seperate things. While the fields that are on the Request type need to be on the Create screen for the issue

However if you use the correct issue type the field should all be there (and more). So at least on the create it should have all the fields. Since an issue (on the agent side) can have up to 3 screens (create/edit/view) it could be that the fields are not on the edit or view screen.

They are working on adding the functionality where you can choose a request type on the create screen and it should take over the field configuration from the portal.

https://community.atlassian.com/t5/Jira-Service-Management-articles/Improving-the-Create-Issue-Experience-in-Jira-Service-Management/ba-p/2071476

All comments

Dirk Ronsmans

Hey @Mark Hayford ,

for 2) however, your guess is correct.

The portal view and the issue view are 2 seperate things. While the fields that are on the Request type need to be on the Create screen for the issue

They are working on adding the functionality where you can choose a request type on the create screen and it should take over the field configuration from the portal.

https://community.atlassian.com/t5/Jira-Service-Management-articles/Improving-the-Create-Issue-Experience-in-Jira-Service-Management/ba-p/2071476

Mark Hayford_oyb3vw

Thx for the fast response Dirk. Ill take a look and revert back

Tessa Barbour

Hey @Mark Hayford

I'm having the same issue - unable to saved changes to Request Types after pressing save on both views. Did you find a fix for this?

Cheers,

Tessa

Mark Hayford_oyb3vw

Hi Tessa, Still having a small issues but for the most part the problem has been addressed between Dirk's comments and Atlassian response to a ticket I raised, here is their response ...

Mark Hayford_oyb3vw

With the new Request Type Screen Configuration, the layout shows first the Request form (Form visible for customers in the portal) and the second tab is the Issue View that will be visible internally for Agents and Admins.

Dragging and dropping fields to the Request form tab and saving the changes, when accessing Issue view tab, some fields will show the "Request form" tag on them.

Having the "Request form" tag, it means that it will also be visible on the Issue view, so its not necessary to add the same fields to the Issue view.

If a field contains the tag "Issue view", it means that's its visible only internally for agents, the field will not be visible to customers in the portal.

With this said, if you are adding the fields to the Request form, saving, and than adding the same fields to the Issue view and saving, its expected that they will disappear in the Request form.

If fields are tagged as "Request form", they are visible for Customers (Portal) and Agents (Issue view).
If fields are tagged as "Issue view", they are only visible to Agents.

paul_creedy

Sorry to pull up this old question but I'm having almost the exact issue.

The difference is that the field that I'm dragging over to the Issue view is NOT on the Request form. It's not being used anywhere on the Request form or the Issue View.

When I drag it onto the Issue View and save, the field is removed. It doesn't save.

The field I'm adding is Security Level.

Did you come across that in your tests?

A_ Boehme _Communardo_

Hi @paul_creedy

when you open an issue in the Cloud, the issue security is displayed with the lock icon at the top right. You can also change the level for the issue there.

It won't let you add the issue security as an additional field.

Best

Almuth

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