Request Type field not showing on Jira screen

Question

When you try to create a ticket in Jira for our service management project it is defaulting to the issue view screen and not giving users the option to select a request type causing tickets to not go into the proper queues.

*This picture above is what I see when I create a ticket *

I have checked to make sure the field is on the screen at it is. I have noticed that only admins can see this field for some reason.

How do I make it so end-users can see this field when attempting to create a ticket within jira vs having to use a customer portal?

I have checked the end users setting to make sure the field is not hidden and it show checked on the list of fields.

*This picture below is what an end user sees for the same project*

Orry Wright-Larson · Answer

Thank you for the answer @Teja When I reviewed the project in Jira there is only one issue type assigned to the project which is the one in the first screenshot. Also when an admin chooses the project this request type field shows up. I am thinking this might be a permissions issue with Jira Service Desk maybe but I am not sure what permission would block a user from submitting a request.

Teja_w7r693 · Answer

Hi @Orry Wright-Larson

Welcome to Atlassian Community!

If i closely observe the Issue type icon, these two are different issue type associated to different screen. Kindly re-look on the issue type chosen and you would be able to identify the issue.

Please accept the answer if this helped.

Thanks,

Tejaswini