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Department and role field on Customer Portal Request form

Morning all!

We have setup a new instance of Service Management I have managed to setup all the new Request Types, Issue Types, Workflows and fields for my new Customer Request Portal forms however,

I am having difficulty moving my Department and role field to My Agent Visibility view as it is labelled as a Description field.

Please refer to my screen shots where I have checked that the field is associated to the correct screens, (it is not on the drop down list when i try to add the field in my Request type but when I check the create screen, it is on there)

I have also checked the config of the field it looks correct.

Please help!


Request Type - editing of fields.jpgRequest form Visible fields.jpgRequest form field not available on drop down list.jpgCreate Screen for Adding of New User.jpgFields for Create Screen.jpgFields for Create Screen.jpgDepartment and role field is also associated to all the fields it should be.jpgField configuration is correctly set up..jpg


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2 votes
Answer accepted

@Vanessa Becker ,

Again a bit of a stab in the dark but perhaps check the contexts that you have set for the field. You may not have made it available for the specific issue type or project.

Field context.png



Yaaaayyyyy - this worked! Thanks so much.

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1 vote
Answer accepted

Hi Vanessa,

I'm just guessing here, but maybe the Field Type is not supported in this scenario? What's the field type of your Department and role field?


If you go to your Custom fields configuration, you should see the list of fields and can check the type for each field:



Hi there

The field type is Select List (cascading)

Select list cascading.jpg

How would I know if the field type is supported/not supported on the customer request form?

Hi @Vanessa Becker 

this page seems to give an overview about the supported types: Hidden fields and unsupported fields in request types | Jira Service Management Cloud | Atlassian Support

But it seems the issue is already solved by setting the context. Happy you found a solution! :)

0 votes
Answer accepted

Good Day @Vanessa Becker 

Just want to double check one thing. In your request form can you go to the create screen using the button highlighted below and make sure your field exist in there. Please see screen shot of the button, this will take you to the screen that is actually being used by the form.

Field not showing on create screen.PNG
Kind Regards,


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