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Setting up a mandatory field for root cause for a project

Cathy_rfjjhd

Hi,

I'm trying to set up a required fields for Root cause, which I only want to appear in a Problem ticket once Triage have moved it into the relevant Project. However even though I have made Root Cause required in only the relevant Problem View/Edit Screen in the Field Configurations, the required field for Roor Cause is being asled to be populated in the Move issue:Update Fields screen which Triage are editing and even for a Service Request issue type as well as an Incident or Problem.

Please can you help?

Many thanks,

Cathy

Accepted answers

Alexey Matveev

Hello,

I am not sure I understood your question. Do you mean that you made a field required in the field configuration scheme and now it became required for all issue types? If so then you need to create a different field scheme for the Problem issue type.

All comments

Alexey Matveev

Hello,

Cathy_rfjjhd

Hi Alexey,

Thanks for your reply. Yes to give you a full picture, I have set this up in the Project - 'Innovation Product Development' Jira Service Desk Field Configuration Scheme for Project BISM.

This field is only set as a required field for this screen - BISM: Problem View/Edit Screen in the Field Configurations...

I was expecting then that when the Triage Project handled the ticket and Moved it into Project 'Innovation Procuct Development', that only once in that Project view, the Required field 'Root cause' would show.

However what is happening is that during the process of Moving this ticket, Triage are being shown the mandatory Root Cause field in the 'Move issue:Update Fields' screen. This is also appearing even when the issue type is Incident or Service Request. Please can you help?

Many thanks,

Cathy

Alexey Matveev

You do not set a field as required on a screen. You set it either in the validator for a transition or in the field configuration scheme. I guess, you set it in the field configuration scheme. And I guess the field configuration is used for all issue types in your project. You need to create two different field configurations: one with the root cause required and one where root cause is not required. Then you need to associate each field configuration with the correct issue type.

You can find more info here:

https://confluence.atlassian.com/adminjiracloud/configuring-a-field-configuration-scheme-844500805.html

Cathy_rfjjhd

Hi Alexey,

Thanks for this. I will look at these changes now

Kind regards,

Cathy

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