Required custom field is generating error to raise new tickets

Wilson Lima_85yh1i

Hi guys,

 

I added some customs fields on the JIRA Service Desk Resolve Issue Screen, where the idea was to make the agents fulfill some important information when setting the resolution. 

 

But now, when our customers try to raise a new ticket, they receive an error "Please provide a value for required field _namecustomfield_". The fields that I added as required are mistakenly been showed in the screen to open new tickets.

 

Do you please know why?

 

Wilson

Robert DaSilva_a432as

Hi @Wilson Lima , welcome to the Community!

A "Required" field in Jira unfortunately means it must be populated at issue creation.

 

From what you've described, you want this field only mandatory at issue CLOSURE.

If this is true, you will need to instead mark the field as NOT required, and modify the Workflow Validators for that issue transition to make sure the field is populated. You'll need to add a "Field Required Validator" to the transition you need this field populated.

That should fix the issue!

Cheers,

Robert