Jira Service Desk: how to make different custom fields mandatory for different customer request types

Question

Jira Service Desk:

I need to make different custom fields mandatory for different customer request types, for the screen when the issue is getting resolved. It means when I need to do the transition, I have to verify the customer request type, and for each type i have to check specific field values.

How can I make it? Please help.

Abhrajit

Abhrajit Sarkar · Answer

Hi Paula,

Thanks for your attention to this question. The problem what I am facing is a bit different.

I have the same transition for all customer request types, i.e. say 'Resolve This Issue'. Hence I have to use a unique screen with all the fields (cuz the transition is the same).

If customer request type is, say 'new Mouse needed', then i need 2 out of all fields to be mandatory. If customer request type is, say, 'new locker needed', then some other 3 fields should be mandatory, not the previous 2 fields.

This is the requirement. I hope you got more clarity now.

Thanks,
Abhrajit

Paula Silveira · Answer

Hi Abhrajit,

You can create a new screen and associate it to the transition you need. Please check How to add a comment during a transition, on this KB you can see how to do the mentioned above, you just need to add the fields you want instead of comment. Once it's done, I believe you can follow How to make JIRA fields required in a workflow transition in order to make the fields required.

Thanks and regards,
Paula Silveira