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When creating an issue a non defined label appear in all tickets


In our service desk depending on the request type we have define a label value when an issue is created.

I have checked all request types and I have seen we have some labels defined and the value appears once the issue is created. The problem is that another label that I couldn't find in the request types nor the workflow also shows up.

The field label has a value an it is hidden from the portal. I have tried creating a ticket in the customer portal and also directly in Jira and in both cases the label appears. When no label is defined, it also appears. It appears for all issue types, it does not matter if the field is in the customer portal, hidden or not. We only have one screen for all issue types.

Any idea where this is coming? How can I solve it?

Thank you.


2 answers

1 accepted

0 votes
Answer accepted
Ignacio Pulgar Community Leader Oct 04, 2019

Hi Paula,

There are several ways a label can be set to be added to every new ticket. I'd check the following sources, ordered by the estimated likelihood of being the case:

  1. Service Desk Automation Rules
  2. A post-function in the Create transition of the workflow(s)
  3. If you count with ScriptRunner, then look for Script Listeners.

Are any of these the case?


Hi Ignacio, 

I think is the automation rule, thank you for that. I just need the owner to review the rule to correct it.



Am I correct your are looking at this: 

Screenshot 2019-10-04 at 12.24.55.pngIf so that is indeed the default behaviour of those "system" fields. 

You could script them away with scriptrunner if you want , but  sadly there is no out-of-the-box way to hide them if empty if they are on the screens. 


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