Issues with Service Type forms and ticket reassignment

Question

Please help an JSM newbie!

1) Though I have used Jira for many years, I am a newbie to JSM. I created a new form and want to present it, as is, via portal.  I configured form to add it to service request, but I cannot remove the default questions for that form, as per attached image.

So, I'd like to either edit the existing request type or create a new one, but I am unable to do so.  If i navigate to Settings > request types, I see message "This project isn't available" as per attached image.

I am an administrator (plus i also have service team roles), so I expect to see request types and edit them.

2) On the ticket side, I am unable to reassign tickets created from forms.  Again I have all possible roles.

Any assistance appreciated!

Jim Ralston_2y1hgg · Answer

Thanks much Joseph!

A little context/background - what i am trying to set up is a trouble ticketing system.  End users would not see the system.  Instead, we'd have Tier 1 group that would create tickets via portal, and hopefully either categorize them (so automation could assign), or directly assign tickets to member of a Tier 2 group.

After your comment above i reset the features > service request management = On. Didn't seem to impact main issues i'm seeing (can't reassign or change status of ticket.

Quite honestly, I am not sure if i did use a template, or which i did use.  I did create a second project using "General service management for IT teams" template, and i selected features > service request management = On for it also, but it didn't resolve issues i've seen. Can you recommend the most appropriate template for my needs?

I also checked EDIT screen for "submit request or incident' issue type, and Assignee was already included, by default.

I also looked at WORK CATEGORIES > SERVICE TYPES, but there was no content there, nor anyway to add anything.  Though I am not sure how i would use this screen, it didn't seem like it was working correctly.

Any suggestions for furtuer changes?  Are you aware of tutorials for setting up dead simple project for my purposes?

Thanks!

Joseph Chung Yin · Answer

@Jim Ralston -

Thanks for your update - It looks like your permissions look good.  Did you enable the feature for Work Categories for your JSM project?.  Please check by going to Project settings >> Features

You will need to enable the needed categories -

Once you enabled them, then you should see it working for you.  Here is the link references on "Work Categories" - https://support.atlassian.com/jira-service-management-cloud/docs/what-are-ticket-categories/

It is strange that you are able to see the queue, but getting your original display.  May I also ask what issue types are you using in your JSM project? + Was the project provisioned originally using a JSM project template?

Let me know of your findings.

In regards to not able to assign issue assignee, please ensure that the assignee field is added to the issue type's EDIT issue screen via Project settings >> Screens.

Once you are in the Screens configuration scheme UI, identify your the specific issue type that your JSM issues were associated to, then make sure the "Assignee" field is there in the Screen configuration for EDIT Issue operation.

Hope this helps.

Best, Joseph

Jim Ralston_2y1hgg · Answer

Your assistance is appreciated!