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Unable to configure my Sub-Task Screen

Santhosh Raj_ur59s4

Hi Team,

I have a JSM project and created a Screen for every issue types and assigned the request types.

Also Created screens for every tasks and Sub-task[Create, Edit and View] but I'm unable to edit the Sub-Task Option which is no option and its showing to have a Sub-task Screen.

It is asking for Request type and I'm not able to configure it.

I have also assigned a Sub-Task Screen for the one, but it showing some extra fields like Request type, Knowledge base like that which we dont want.

Give me an idea for this ?

Accepted answers

John Funk

Hi Santhosh,

I I am pretty sure you cannot use subtask issue type with request types, because you can’t create a sub task directly with a request type because there is no parent.

Rebekka Heilmann (viadee)

First you should understand the difference between Request Types and Issue Types. Requests are what is shown to customers in the portal. Also, the Agent view (Issue view) is configured per Request type.

Every Request type is connected to an Issue Type. An Issue Type has Screens and Workflows. So the Issue View will usually be determined by Screen Configurations and are connected to the Issue Type. In Jira Servicemanagement, you can overwrite these Screen Configs for each Request Type.

Requests are configured per JSM Project in the Project Administration. Screens are configured centrally in Jira Administration.

The button you want to click directs you to the Request configuration and only works, if you are currently viewing a Request. In your case, you created an issue in a JSM project without choosing a Request type. That's why you are getting an error message.
A JSM Issue without Request is not shown in the customer portal.

@John Funk is correct with the Sub-Task Issue Type. Requests cannot be configured for Sub-Tasks. You can have Sub-Tasks under a Request but they will not be shown in the portal and you always need a parent that is connected to the Request type.

Another word of advice: It is bad practice to have a 1:1 relationship between Request and Issue Types. You would usually have n Request types connected to 1 Issue Type so they each share the same fields and workflows.

Please please please do yourself a favour and find an Atlassian Partner local to you, so they can help you set up Jira Service Management to get the most out of it!

All comments

John Funk

Hi Santhosh,

I I am pretty sure you cannot use subtask issue type with request types, because you can’t create a sub task directly with a request type because there is no parent.

Santhosh Raj_ur59s4

But I have a parent issue type connected with request type for portal forms.
So is it the same.
Screenshot 2024-03-14 194901.png
For Example:
Issue Type: SQL
Request type : SQL
So connected both Issue type & request type.

I'm not able to process this.

Could you please help in processing this in any other ways ?
@John Funk

Santhosh Raj_ur59s4

Also for even the issue type: Task is asking for a request type in Screens

Santhosh Raj_ur59s4

But I have a Parent with Sub-Task and I'm still not able to find the configure.

I tried with a normal issue type
Task an created a Sub-Task for that, but that is also not editable or configurable, It is asking for request type.
@John Funk

Rebekka Heilmann (viadee)

Requests are configured per JSM Project in the Project Administration. Screens are configured centrally in Jira Administration.

Please please please do yourself a favour and find an Atlassian Partner local to you, so they can help you set up Jira Service Management to get the most out of it!

Santhosh Raj_ur59s4

Thanks @Rebekka Heilmann _viadee_
I can get some ideas. So is there any option or idea as per the above story mentioned

Rebekka Heilmann (viadee)

I am not quite sure what you are trying to achieve. You can edit the Screens for Sub-Tasks in the central Jira Administration if that's what you're asking.

If it's 20 positions or candidates or whatever you want to manage, create 20 requests. You could simply clone them if they are identical but need to be managed seperately.

Santhosh Raj_ur59s4

I got understood as per above answer.

[A request type screen can be configured, but creating a sub-task [Inside request type] screen cannot be configured] - is that right ? @Rebekka Heilmann _viadee_

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