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Information from custom fields shown in admin side request?

ACN Helpdesk

As an admin I created a request with different custom fields like 'which system they are using', what their username is etc. Aside from these fields, I also added a form as I need some conditions for some of the questions.

When the ticket gets created, and I go to the admin side, I only see the information from the form directly in the ticket.

Answers to form in Admin ticket.png

The information that the end-user added as an answer to the custom fields is not shown.

How do I get this to show up in the admin side of the ticket as well?

Or should I just use the link 'view request in portal' which seems a bit silly to use.

Accepted answers

Jeroen Poismans

Hi there,

To do this you will have to create Jira custom fields, which you can then link to fields on your Form:

https://support.atlassian.com/jira-service-management-cloud/docs/link-a-form-field-to-a-jira-field/

Then you should add the fields to the view issue screen you use.

Jeroen

All comments

Jeroen Poismans

Hi there,

To do this you will have to create Jira custom fields, which you can then link to fields on your Form:

https://support.atlassian.com/jira-service-management-cloud/docs/link-a-form-field-to-a-jira-field/

Then you should add the fields to the view issue screen you use.

Jeroen

ACN Helpdesk

Like I said above, I have created custom fields. I have these custom fields to the request as well and I have used these in a form. The problem is that it doesn't show the information to these fields when the end-user filled in these questions for their request.

Here you can see the filled in question from the ticket on the end-user side.

Jeroen Poismans

So just to be clear, what you are missing on the "admin side" are fields with the answers "The Raiser's Edge", "Ticketing system" ... etc?

I do understand that you have a mixed Request form containing Custom Fields and a Form created in the Form designer.

What is normal behaviour is that you will see the fields on the Request form (added as Custom Fields) as fields on the resulting ticket. That I can see from your screenshot is ok.

The other questions (in the Form) are in the Form section (bottom half of your screenshot). The way I understand your question now is how do you get the answers to those questions also visible as fields on the resulting issue?

Jeroen

ACN Helpdesk

"The way I understand your question now is how do you get the answers to those questions also visible as fields on the resulting issue?" Yes, but perhaps we can work with how this looks now.

Or I could create a form with all the questions so they will show up together?

I needed to use a form as I need conditions to show new questions. Using a form is the only way right? I can't use the custom fiels and "attach" conditions to them?

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