It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Apply certain fields to certain issue ticket types for Agents Edited

REHAB HelpDesk May 23, 2017

Hi All, I am aware that the customer portal can be made to only show end users only specific fields and hidding others. My question is from the perspective of a Service Desk Agent creating tickets from within the agent web console. Let's say I have a project with 30 custom fields and 3 issue types (Request, Change, and Issue). Some of my 30 custom fields may only be used for change tickets and some may only be used for issue tickets. When an IT agent creates a ticket is there a way in the create ticket menu to only display certain fields that only apply to those ticket categories? 

 

Capture.PNG

2 answers

0 votes
Susan Hauth Community Leader May 24, 2017

I would recommend that you have different screen schemes for the different issue types that would show only the fields pertinent to the issue type. 

0 votes
REHAB HelpDesk May 25, 2017

We made new schemes and that seems to have done it. Thanks!

Suggest an answer

Log in or Sign up to answer
This widget could not be displayed.
This widget could not be displayed.
Community showcase
Published in Jira Service Desk

4 changes to queues and issues you don’t want to miss

Hello Atlassian Community! I'm Tania, a Senior Product Marketing Manager for Jira Service Desk Cloud! I'm excited to announce some exciting improvements coming up for those who work with queues and...

438 views 8 8
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you