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Incorrect fields showing up on request type form.

Pete P Rising Star Nov 16, 2020

I have a strange issue.  I have a JSD project with two request types .  Each request type is mapped to a separate issue type (Service Request and Change).  The issue type screen scheme specifies that a different screen configuration is to be used for each issue type. 

However when I create a request type for "Service Request" the fields that appear on the form are for the "Change" screen.  

Any thoughts on what is going on here or a way to debug what I have done wrong?  

2 answers

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Pete P Rising Star Nov 18, 2020

If a field is marked as required in the "Field Configuration Scheme", it is also required on the "Request Type" creation screen(s). The fields marked as "Required" in the "Field Configuration Scheme" will appear on the "Request Type" creation screen(s) config whether or not they appear on the underlying create issue screen. 

 

In my case all the Change Control fields that are showing up on my service request issue type are marked as Required" in the "Field Configuration Scheme".  It would be useful if a different "Field Configuration Scheme" were assignable per issue type.

 

Recommend do not validate a field (making it required) using the "Field configuration scheme", instead validate at "Request Type" field configuration screen.  This gives option to selectively make field required across screens. 

0 votes
John Funk Community Leader Nov 16, 2020

Hi Pete,

My first thought is to make sure that you have the Request Types mapped to the right Issue Types. It's easy to get those out of whack. 

Pete P Rising Star Nov 16, 2020

Thanks @John Funk  I am sure they are mapped correctly but appreciate the help.  It is such a simple project I am surprised by this problem.

John Funk Community Leader Nov 16, 2020

I would have to see all of the screenshots to be more helpful   :-(

Pete P Rising Star Nov 17, 2020

@John Funk , let me clarify that when I use the "Create" button in Jira to create an issue the correct fields are displayed on the screen for each issue type. 

However when I create a "Request Type" of the issue type "Service Request"  in service desk the wrong screen ("Change" vs "Service request") is displayed.  

John Funk Community Leader Nov 17, 2020

So if you go to Project Settings for the JSD Project, and then click on Issue Types, do you see the screen scheme linked to the Issue type? 

Then if you click on Request Types, and select one of the Request Types, and then Click on the Request Form - do you see the right fields? 

Pete P Rising Star Nov 17, 2020

Capture.PNG

Pete P Rising Star Nov 17, 2020

@John Funk 

 

So if you go to Project Settings for the JSD Project, and then click on Issue Types, do you see the screen scheme linked to the Issue type?  YES

Then if you click on Request Types, and select one of the Request Types, and then Click on the Request Form - do you see the right fields? NO

John Funk Community Leader Nov 17, 2020

Okay, one more question - can you click on Request Types, then select the Change request type. 

On the next screen can you do a screen capture? Should look like this:

screenshot.png

Pete P Rising Star Nov 17, 2020

I don't see that "Agent view" tab...  just fields and workflow statuses..  note attached.  The IT Service request screen does not have the change control fields on it. And when I create an issue with the "Create" button both screens render the proper fields.  It is just the form that the request type uses is not the right one.  

Pete P Rising Star Nov 17, 2020

1.PNG2.PNG

John Funk Community Leader Nov 17, 2020

These look like the same fields for both. 

Pete P Rising Star Nov 17, 2020

Yes it does look the same but there are two completely different screens!  
I have a call with an Atlassian specialist in a few minutes, I'll post here the result.  Thanks for your help!

Like John Funk likes this
John Funk Community Leader Nov 17, 2020

Hopefully, they will get to the bottom of it. 

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