Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Can some one will help me out with i want to remove from the screen "Use Request Type fields"

Sreenadh
Contributor
November 16, 2022

Hi,

Can some one will help me out with i want to remove from the screen "Use Request Type fields"

Please find the attached screenshot.

Thanks,

1.PNG

4 answers

1 accepted

4 votes
Answer accepted
Patricia Francezi
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 16, 2022

Hi @Sreenadh 

You can´t remove it. 

This is a new agent view, to help the agents opening tickets in behalf of the customer. 

When you turn the toggle on, the agent will see the same fields customer sees in customer portal for that request type. 

This would help the agent to fill the fields that are important for your team and for the customer. 

I hope this helps to clarify

Bacho Dvali
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
March 15, 2023

@Patricia Francezi Hello , Can I somehow set Toggle off by default? so when Creation process starts its automatically turned off 

Like Patricia Francezi likes this
Patricia Francezi
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 15, 2023

Hi @Bacho Dvali 

Welcome to the community. 

Currently is not possible to define the default patern, as its not possible to take it off from the screen.

3 votes
Lewis Cook
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
September 21, 2023

I'm interested in this situation. From what I've just encountered the problem I have with this feature is that mandatory/required field settings aren't being adhered to when using the "Use request type fields" on

Either the field configuration for the issue type or the portal request type settings. This seems at odds with the theory being suggested that this will help agents fill out important fields!

2 votes
bartlomiej.siwek
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
June 20, 2024

Indeed this 'feature' only causes a problems. If I want agents to create tickets in behalf of customers I would just add needed fields. Could there be something done about it?

 

0 votes
Guido Menardi
Contributor
November 20, 2024

Agents can do whatever they want...

They are agents, not admins. They must follow the rules.

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
PERMISSIONS LEVEL
Product Admin
TAGS
AUG Leaders

Atlassian Community Events