Jira Service Desk - issue type has 22 fields; Screen using that has 22 fields...only 18 show up

Question

We have a lot of fields available to us in our Cloud JIRA account.

I have selected 22 of these to be in my Issue Type (Service Desk Request) and there is no ability to mark any of those as hidden in that action.

I then have a Screen based on Service Desk Request Issue Type and it has 22 fields and I can order them as I like, but not hide any of them.

I then can Create an Issue of Service Desk Request and have only 18 of these show up but I can further edit which of those 18  show up on Create/Edit, etc.

===> First question is why are 4 fields dropping off completely?

Then I can act as a Customer and raise a request based on this same 22 fields, and only 18 fields are shown...and when editing fields I can certainly hide them, rename some, and add help, but still I cannot see the full 22 fields.

I am an Administrator, Service Desk Team, Developer, Operator, Project Manager so I have all the correct privileges to edit and manage this, but we are all questioning why fields are dropping while other fields are not.

Marc Isikoff_o8qjap · Answer

Robert, they are custom, but of the 18 that are working, 13 of them are also custom.

Marc Isikoff_o8qjap · Answer

Pramodh,

Those 4 fields are not available to be added in Request Types.  Request Type for this Issue Type has 18 fields I can use, while the screen for the Issue Type has 22 fields.

While the 4 fields not making it from issue type => request type are custom, so are the bulk of the 18 that are making it to request type.

Marc Isikoff_o8qjap · Answer

Thanks Pramodh and Robert,

For a little more context, in Screens my screen has the full 22 fields.

* 5 are system fields

* 17 are custom fields

I'm only having issues (no pun intended) with 4 of the 17 custom fields.

Of the custom fields that are working, I have Text Field (multi-line), User Picker (multiple users), Select List (multiple choices), and User Picker (single user). I have most of these working fine, but of the 4 that do not show at all, they are Text Field (multi-line), Text Field (single line), User Picker (single user).

And while these are custom, my firm has thousands of custom fields to pick from and I am given all of these with columns Name, Required, Renderers, Screens so no field has any aspect of visibility/usage except if I see "LOCKED" with the Field name.  I have not chosen any LOCKED field however.

But when I go to Request types for this issue type I see 14/18 field/s used).  Meaning I have taken 4 fields off of the input screen, but my main concern is the system isn't giving me the full 22 fields to handle, only 18. If I pick "Add a field" I get a modal window "Add a field" which only shows the 4 I didn't want shown (e.g., of 18, 4 are hidden, so 14/18 are in play). I want 18/22 in play though.

So I don't get why the Issue Type has 22 fields and the Request type based on the Issue Type presents me with 4 less fields to work from (18).

Btw I am on 8.13.9#813009 cloud version for my company.