Trouble formatting what an issue looks like to the team

Question

I'm having a terrible time configuring what my team sees when they view an issue in JSM.

I have a view/edit screen configured for an incident.  I have that screen associated with the issue type of "incident" in my screen scheme, and I have that screen scheme associated with my Issue Type Screen Scheme that is associated with my project.  However, when the team actually views the incident in JSM, they see the fields that are configured in the "issue view" of the request type, not the view screen of the issue type.

How do I create a situation where all incidents, regardless of request type, have the same view?  I don't want to have to configure every single request type, since we have quite a few different "types" of incidents.

Michael diLorenzo_wo0emp · Answer

It doesn't help at all.

As I mentioned, I am using a JSM, so it is neither a team- nor a company- managed project.

I am not trying to change the default issue type displayed at the Create Issue screen.  I am trying to change what my team sees when they view an issue.

Dave Rosenlund (Trundl) · Answer

Hi, @Michael diLorenzo. A couple of questions:

- Are you using team-managed or company-managed projects? Or, both? Team-managed projects might trip you up here if you have different projects for different products (for example).

- Have you seen this advice from Atlassian: How to change the default issue type displayed at the Create Issue screen when a user creates an issue for the first time in a specific project ?  I'm guessing it would apply to external (customers), too, if set upp correctly.

Hope this helps,

-dave