Removing request type from required fields to create a ticket

Question

Hello everyone!

I have recently been dabbling in our customer portal to try and create access requests as a request type for our company, but now Request Types is considered a mandatory field for every issue in my project and I can't figure out how to disable it. If a ticket is raised through the portal, it will have a request type by default but when I manually create issues in the project queue, I want to be able to create a ticket with no request type and also not be required to select no request type as an option. I have made sure that Request Type is not associated with any of my screens, and I'm confused as to why it is so persistent.

Basically, how do I remove this red asterix next to the Request Types field when I create a ticket?

Aleksandra_4c31cn · Answer

Our agents require different view with different field when they are creating tasks hence an option to set 'No request type' as a default and only use fields defined in the Create screen would be really useful.

Jehan Gonsalkorale · Answer

Hi Zack, thanks for your question here. I'd love to understand the underlying need here. Why do you want to keep the request type empty?

For context, I'm on the project team that is pushing this change. Jira Service Management largely requires the request type but we are aware that many users do, on some occasions, choose not to select a request type.

I'd love to better understand your use case so we can help improve the experience for you.

Best regards,

Jehan Gonsalkorale

Product Manager, Jira Service Management

Zack_wjtjxb · Answer

It seems like No Request Type cannot be set to the Default in the feature lab either, which would have worked too for me.