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Change screen functionalities

Paul Wiggers Community Leader Dec 19, 2022

Hello all,

We would like to have agents fill in certain fields when they are transitioning an issue. We have created screens, custom fields and set everything up accordingly.

However, we still notice that agents are also filling in the comments during the transition. Is there a way to remove the comment field from the transition screen? We have set the comments denied permission on the target status, but this doesn't change the screen layout.

The other thing that we would like to do is to make it mandatory to fill in the fields in the screen, without making them required in the issue itself. Is there a way to mark the fields required, only in the screens?

Thanks in advance!

2 answers

1 vote
Rilwan Ahmed Community Leader Dec 19, 2022

Hi @Paul Wiggers ,

Create a new screen and add all the required fields which should be updated by agents.

Now go to the project required workflow in edit mode, click on the transition and add Field Required Validator and select what all fields are mandatory. 
Now add the newly created screen to the workflow transition and publish the workflow (

Now when the agent transitions the ticket, a new window with the created screen will pop-up and until agent fills all mandatory fields, it will not transition the ticket.

Paul Wiggers Community Leader Dec 25, 2022

Thanks @Rilwan Ahmed This worked perfectly for that part!

0 votes

Hi @Paul Wiggers,

With respect to Comments in your question:

  • By default, any transition screen will have the Comments field added automatically
  • If you do not want the user/ agent to enter the comments:
    • If the agents are part of any group/ project role, then remove them from 'Comment Issues' in the permission scheme
    • Or add the property for comments denied for the transition link instead of for the target status property.  

Hope this helps.


Rilwan Ahmed Community Leader Dec 19, 2022

Hi @Vamsi Kandala 

If the agents are part of any group/ project role, then remove them from 'Comment Issues' in the permission scheme

-- > Removing user from "Comment Issues" in the permission scheme will remove add comments access for all tickets in the project irrespective of the ticket types. 

Paul Wiggers Community Leader Dec 25, 2022

Thanks for those answers but unfortunately, this doesn't work. I have removed the permissions from the transition but the field remains available.

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