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Unwanted and not setup fields showing for agents on JSM project Tasks

fabio_cabrita

Hello,

I have a JSM project with several, with many "service requests", and after setting new fields for some, I noticed that a few related with "descriptions" were showing on all other "service requests" on agent side, so I had to literally go one by one and simply remove from "Work Item View" and that make the trick for all "service requests".

But now I've noticed for the "tasks" (and maybe will have the same for "subtasks"), that those fields are coming there too (visible from agent side), and I really dont know how to hide or remove those.

Anyone here can help me with removing this fields from agent side for tasks and subtasks?

Accepted answers

Marc -Devoteam-

Hi @fabio_cabrita

Remove the fields from the screens used on the work item types.

If you use a company managed JSM space, otherwise you have to do this per work item, if you use a team managed space

John Funk

Hi Fabio,

You should change the context for each custom field from being a Global context to a Context based on project and work type. Then you can use a single screen and not have to do all of that work. AND it will improve performance on your system.

All comments

Marc -Devoteam-

Hi @fabio_cabrita

Remove the fields from the screens used on the work item types.

If you use a company managed JSM space, otherwise you have to do this per work item, if you use a team managed space

fabio_cabrita

The screens are the same was the ones I have on other "service requests", so if I remove from screens, will remove for all other "service requests" .

fabio_cabrita

Marc -Devoteam-

Hi @fabio_cabrita

Yes you would.

Simple solution and best practice on a JSM is to have a screen scheme for each Work Type.

This makes adding and removing fields easier and definitely on making changes on request types and the work item view.

And towards your case this is the solution.

John Funk

Hi Fabio,

Welcome!

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