Custom Field Not Available for Jira Service Management Customer API

Question

Error Message

The field customfield_10085 is not valid for this request type Problem.

What I’m trying to do :
I’m integrating Jira Service Management with my Node.js backend.
I want to add a custom field to a customer-created ticket and submit it using the Service Desk customer API: /rest/servicedeskapi

Problem I’m facing
Although the custom field exists and works internally, it is not exposed to the customer endpoint (/rest/servicedeskapi). Because of this, when I try to create a ticket of type Problem, Jira throws the error that the custom field is not valid for this request type.

What I’ve already checked

* I went through all available Project / Space settings

* I can mostly see options related to Work Types

* I do not see any clear option to manage or enable Request Types

* I tried updating all settings that seemed relevant, but the field is still not available via the customer API

My question
How can I expose or enable a custom field so that it is accepted by the customer-facing Service Desk API (/rest/servicedeskapi) for a specific request type (Problem)?

I’m attaching screenshots of the settings I checked for reference.

Abhinav Ingle · Answer

Hi,

Yes, I do have the Service Desk Team / Agent role for this space, and I also have Atlassian administration access for my user.

I’m able to:

* Access Space settings
* Configure Work types, Fields, Screens, and Work item layouts
* Manage other project-level configurations

However, even with these permissions, I still do not see any option to manage “Request Types” in the customer portal or space settings, which is why I’m unable to expose the custom field to the customer-facing API.

Marc -Devoteam- · Answer

Hi @Abhinav Ingle

is your use in the role Service Desk Team and in Atlassian administration on accessing your user, do you have the agent role?

Abhinav Ingle · Answer

Hi @Marc -Devoteam-

Thanks for the explanation — I understand the conceptual difference between Work Types and Request Types, and that request types are mapped on top of a work type like Problem.

However, the issue I’m facing is UI-related.

In my Jira Service Management space (KAP / keyy_app_poc), I do not see any option called “Request Types” in Space settings.
Under Space settings, I only see sections like:

Work types
Work item layout
Fields
Screens
There is no visible menu or section to manage Request Types for the portal

Could you please clarify:

Where exactly Request Types are managed in the new JSM UI / Customer Service Management (Space-based projects)?

Is this configuration hidden behind a specific permission or project type?

Or is there a different way to expose fields to the customer portal in space-based JSM projects?

I’ve attached a screenshot of my Space settings for reference, which shows that there is no Request Types option available.