Why are custom fields made for other customer request types showing up in all the ticket views?

Question

This is frustrating and something I've been dealing with for months...  My company has switched to Jira this past year and we got little to no training.  The training that we paid a ridiculous amount of money for was useless...  I am building the Jira forms and Confluence pages for the entire company.  Confluence is no biggie...  Jira on the other hand is completely different from any other software I've ever used (I've been building ecommerce sites, websites and using content management systems for about 20 years now).  I've Googled everything I know to Google and have not found anything...  Apparently, either the company's using this have either had great training, or they're only using the canned fields.  I will try and start from the beginning of my issue.  I've made a "Project" and have made 4 forms (customer request types).  Each customer request type has custom fields in it.  I've made queues for each customer request type or form that I've made.  I filled out a test ticket...  When I go to view the ticket, there are custom fields from the other customer request types or forms showing up!  I'm beyond frustrated!  Can someone please point me to a step by step guide in fixing this issue!  Any help will be much appreciated!

Thanks so much in advance!

Jeff Bolin · Answer

Tyler, thanks for your reply and the link.  Much appreciation!  I guess my problem is, I'm trying to use the same issue type for the different customer request types and all of the customer request types have different custom fields (if that makes sense)...  Now that I think about it, the company who set our Jira up, had some custom fields, but they used all of the same fields for all of the different customer request types.  Well, at least I know I'm not completely losing my mind, lol.  Thank you again!

Simple Tyler · Answer

Hey Jeff,

It sounds like the issue you're running into can be solved through screens and screen schemes.

First you'll need to make sure that each of your Customer Request types are using a different issue type.

Once they are using different issue types you can start creating screens and screen schemes for each of your issue types.  This is where you define what fields show up where.

You should be able to follow this guide to help you set up your screens and schemes:

https://confluence.atlassian.com/adminjiracloud/defining-a-screen-776636475.html

Hope this helps,

Tyler