Problem in create Issue from JIRA Service Desk

Question

Hi,

We use customer portal in JSD and we have created some Incidents forms as request type in JSD. Moreover we have many fields and conditions in request types.

When a technician want to create issue in JSD (not on portal), He/She see many fields and condition rules does't work.

What is problem?

Regards

Hamid

GG_6oz7qb · Answer

Hi Gabriel,

I know that, but my request types such as Request, Incident are one type of JIRA issue types. So request types have own workflows by linking with issue type.

When Technician Create Issue in JIRA Software, see all type of issue types. Incident and service request are here. After select "Create" issue and then select "incident "issue type, all of fields in request types are shown to technician in that form.

Regards

Gabriel Senna · Answer

Hi Hamid,

The request types are configured differently from the issue types, that probably are how the users are raising the tickets.

You should take a look also at the issues types and the screen of this types, so you can check the fields an how they are configured.