Fields Disappearing from Request Form and Issue View After an Indeterminate Amount of Time

Guy Renko

We're just starting out with JSM and learning working off current templates.

We commandeered the "Request an Event" Issue Type and changed it to Request Video Footage of an incident/event and added some additional fields for start and end times and location and description which all seem to save fine in both Request Form and Issue Views.  We can even create a request through the Portal with all the additional fields accepting the information and even the agent portal showing everything in its designated place.

After an indeterminate time, the Request Form and Issue View seems to lose some fields.  Unless I didn't change it, it appears that even the Request Type Description reverts back to the original description.  If I add the missing fields back to both Request Form and Issue Views, they are then viewable in both areas again until they disappear again.

I tried searching for other cases but didn't find a solution.

Guy Renko

Hi Everyone,

I came upon my old question and hope to give some insight even though I don't remember exactly how we resolved this.  

I believe that from scouring the interwebs it appears that if you have field in the request area, they don't want to play nice with the issue area and vice versa. Again, I can't exactly remember the whole thing and wasn't able to find my notes.

What I do know is that our workaround was to create a request Form in forms which has the added benefit of conditional fields and regex verifications so that you get better data right from the start.

Create the form. Link or don't link Summary and Description and other Jira custom fields.  Then you can also go into the issue view and move and customer fields you want to anywhere in the view.