How to configure sub-task ticket details

Question

Hi all,

So I have an issue that is driving me nuts and if someone could help me I would be forever grateful!

I have a setup and configured a web ticketing system with a Portal customer page and internal ticket creation function as well. Now I have all the correct fields showing for submitting a parent ticket and when viewing the ticket content, but I can't get this working for my sub-tasks. I have an automation script running to pre-populate all the fields from the parent ticket when the sub-task is created, but most of the fields are shown in the details section (right-hand pane) instead of in the center of the ticket like I have setup for parent tickets. What irritates me the most is the two fields that actually show up in the center of the ticket are custom fields I created (attached), but I have no idea how I did this. I would like all of the fields to show up in the middle section of the sub-task ticket. Please help! Thank you so much!!

Michael Shakhman · Answer

This feature isn't available for sub-tasks. I tried this. When I hover over the configure link for sub-tasks it states "you can't configure an issue that doesn't have a request type."

And sub-tasks cannot be request types based on my understanding.

John Funk · Answer

Hi Michael,

While on the issue, click the Configure gear icon on the bottom right hand side. Then drag the fields from the Context fields section (this is the right hand side section of the screen) to the Description fields section above it (this is the center section). Your fields should show up where you want them then.

Michael Shakhman · Answer

Unfortunately, sub-tasks are not identified as a request type so this feature won't work with those steps.