Missing fields from team managed Service Space

Question

I am working with a team managed Service Space, within this I have some custom request types with custom fields.

When a user raises a request via the portal they are presented with all the custom fields, when an agent views the request in the portal they can see all of the custom fields.

When viewing the request as an actual Jira, all of the custom fields are missing. How can I fix this please?

Trudy P Claspill · Answer

Hello @James Crowe

Did either of our responses help you resolve your issue?

Ethann Collins · Answer

This usually happens because the custom fields aren’t added to the issue layout used by the team-managed project. Even though they appear in the portal, they must also be included in the issue view layout for agents in Jira. Check Project settings → Issue types → Layout, and add the missing fields there. Once added, they’ll appear correctly when viewing the request as a Jira issue

Trudy P Claspill · Answer

Hello @James Crowe

Custom fields in a Team Managed Service space that have been added to the request form for visibility in the portal should be visible here when an agent views the request outside of the portal in the JSM UI.

Make sure the section is not collapsed and hiding the details from view.

If that doesn't resolve your issue can you provide the following screen images:

1. The view of the request in the Portal.

2. The view of the request in the Jira UI for the agent.

3. The Request Type layout configuration.