Can I move request form fields to the 'context' section of the issue view?

Question

What I am trying to achieve: I want a 'request form field' to display in the 'context' area of the issue view.

Details: I have created a request form (technical support) where an end user can 'rate' their problem based on the impact to their business.

I have an automation that then sets a priority level and due date based on the 'impact' selected by the end user. This is functioning as intended.

When my agents open a ticket, they should see impact, priority and due date together - in the 'context' fields section of the issue view. This is NOT functioning as intended.

The problem: Because 'Impact' is part of the REQUEST view, it automatically appears in the description area of the issue view - this doesn't make any sense, and agents will not see the impact field there. Can I display a 'request form field' (in this case, impact) in the context area of the issue view?

I tried:
Adding the 'Impact' field to the issue view Context area - but it then removes it from the request form.

Tobias H · Answer

Oh that is correct, thanks for pointing it out!

A work around would be to create a separate field to use in the request form and keep Impact in Context and use an automation to set the Impact based on the selected answer

Marc -Devoteam- · Answer

HI @Jazz

No you can't this due to the fact you are using the field on the request form.

Fields on the request form are always displayed front and center, as this the section where all user input from the request type is shown.

As what @Tobias H describes is correct, but not if you are you using the field on a request type, as I mentioned above.

Tobias H · Answer

Hi @Jazz!

This is accomplished by moving the field from a Description field to Context under Issue view.

You can find these settings by:

1. Clicking the cogwheel on the bottom on the right side context field panel. It will automatically open up the Issue view tab of the Request Type used in the particular issue.

2. By visiting the request form within Project Settings -> Request Type and selecting whichever you want to change, from there you want to switch over to the "Issue view".