Adding a drop-down option under request type

[Tom Redzhey]

Hi all, I am trying to add a drop-down option under specific request type in Jira Service Desk. For example under Access management request type there is a drop-down menu and when I click the drop down menu I have the ability to choose between different apps that I need assistance with: Five9, Sharepoint etc. I would like to add some more apps in the list such as AWS, Azure AD etc. Will that be possible and what are the steps in order to be able to make the changes?   Thank you for your help! 

[Mikael Sandberg · Accepted solution]

Yes, it is possible to add more values to that list. What you need to do if find out what the field name is, you can then go to Settings > Issues > Custom fields and locate the field and then click on the three dot menu and select Contexts and default value. From here you can add more values. Please note that you need Jira admin permissions in order to do this.

[Tom Redzhey]

Perfect. It worked. Thank you so much!

I have to do the same with the Contractors request type - I need to add more values but unfortunately I don't see the Contractors request type in the list under Custom fields but at the same time it exists as an request type when I click to create a ticket. Not sure how to proceed.

[Mikael Sandberg]

If you go into the request type you can see both the field name and the display name that you would see in the request form. Here is an example from the onboard new employee template, the due date is used for the Employee start date

[Tom Redzhey]

I was following the steps you suggested and was able to add more values (AWS and AZURE AD) under the Access Management request type. The issue that I am having now is that I need to add values under Contractor request type.

I am following the same steps that you suggested and I am able to see and add values to the employees request type for example

but unfortunately the contractor is not showing in the list of custom fields so I can add more values to it.  Not sure does it make any difference but the contractor request issue type is General request 

and the employees issue type is (System) Service request.

[Mikael Sandberg]

Okay, so the Contractor is a request type, not a custom field, similar to your Employees request type. so do you want to add a new request type for Contractors, or are you looking to add a new field with options that shows up on the existing Contractors request type?

[Tom Redzhey]

I am actually looking to add a new field with options that shows up on the existing Contractors request type. 

[Mikael Sandberg]

Okay, in that case you would have to create the new custom field first, unless you already have one. Once the field is created it will ask you to associate it with a screen and if you know the name of the screen you can do that, otherwise you can just skip it and hit save at the bottom. Then go to your Contractors request and add the field by searching on it and then add it to the request form. If you do not want the customer to see the field, then just add it to the issue view tab (this happens automatically if you associate the field to the screen during creation of the field).

[Tom Redzhey]

I did it. You are the best! Thank you so much for your help Mikael!