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Inappropriate custom fields shown in Incident Screen

Rangarajan Parthasarathy

We have completed the JIRA Setup for Incident and Change Management and had ran into issue. Refer the attached PPT. The issue is:

There are two fields related to Change scenarios are being displayed part of Incident screen – Refer Issue -1 & Issue-2 image.

The Issue-3 Image has the Incident – Issue Screen created with the right values. All of these field are not visible in the Issue screen.

The following steps were taken to set up the Incident screen:

JIRA SD – Project (VERTE IT Service – Help Desk) created.
Screen – added for Create Issue as in Issue-3 and added to Incident Screen scheme.
Custom fields were configured and added to the respective screens.
The same was then added to Issue Type of JIRA SD.
The Issue Type was then added to VERTE IT Service – Help Desk Project.

NEED SOME TO FIX THIS PROBLEM FOR ME!!! SCREEN SHOTS ARE SHOW BELOW.

Accepted answers

Nic Brough -Adaptavist-

Screens are the collections of fields for the internal Jira projects. You need to amend the fields on the portal definition, not the screens.

All comments

Nic Brough -Adaptavist-

Screens are the collections of fields for the internal Jira projects. You need to amend the fields on the portal definition, not the screens.

Rangarajan Parthasarathy

Thanks Nic - appreciate it. But there is another challenge why is that ALL THE FIELDS that is part of my "Configure Screen" under Project --> "VERTE - Incident Create Issue Screen" is NOT being listed part of my "Request Types" "Add Field" option? Attached Issue 4 & Issue 4 screen shot for your reference. i.e. Fields "Attached Component(s)', "Impact" and "Reporter" part of my Configure Screen is not part of my project "Request Type Screen". "Add Field" option does not show up these 3 fields to be added- why?

Nic Brough -Adaptavist-

Impact won't show in "add" because it's already on there. I'd guess attached components is a custom field of a type that is not supported by Service Desk, and Reporter is a field that a customer should never set because the point of them being a customer is that they report issues.

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