Changing the available values for delivered fields

[Danny Yoo]

Hi,

I'm new to JIRA SM. I've learned how to create forms and attach them to issues and such.

However, I'm not sure how to customize values for delivered fields. For example, the "Change Type", "Urgency", etc fields that have drop downs have values already configured for them. I can't figure out how to remove a value from the preconfigured list.

Also, on this topic, is it acceptable to remove all the fields from, say a Request Type and replace it totally with my own form?

Any help would be appreciated.

Thanks.

[Joseph Chung Yin · Accepted solution]

@Danny Yoo -

Welcome to the community.  To supplement what @John Funk suggested, it is always recommended to NOT to remove system default fields (i.e. Request Type) from your issue's screen/view configurations for your JSM projects.

In regards to custom field dropdown list options, you need to make sure that you are not touching the context that is shared among with multiple projects.  Especially if the change is only meant for one specific project.  If that was the case, you will need to create a field context for the specific project, then the change will only be applicable for the project in question.

Here are a few reference links that you need to learn about for your references -

https://support.atlassian.com/jira-cloud-administration/docs/configure-custom-field-context/

https://support.atlassian.com/jira-cloud-administration/docs/edit-a-custom-fields-options/

Hope this also helps.

Best, Joseph Chung Yin

[John Funk]

Hi Danny - Welcome to the Atlassian Community!

First - do not remove or change the Request Type field! That is the engine that drives a lot of things in JSM. 

Next, if this is a Company-managed project, then to change the values of the fields, got to Settings (the gear icon in the upper right) > Issues > Custom fields. Search for the fields then click on the 3 dots to the far right and select Default Value and Context. There you can change the values of the selections. 

[John Funk]

Hey @Danny Yoo  - how are you doing? Any update here? 

[Danny Yoo]

I think we're good. I'd accepted Joseph's answer. Thanks for your help!

[Joseph Chung Yin]

@Danny Yoo -

If you found John and my suggestions helped you on your ask, please click on "Accept answer" of our suggestions, so others with similar asks will see this posting as an answered one in the community.

Best, Joseph

[Danny Yoo]

@John Funk @Joseph Chung Yin Thank you both for your responses.

Joseph says to remove the system default field (i.e. Request Type) but John said not to touch it as it drives many things. Could you please clarify?

To continue with Joseph's response, then would it be considered best practice to basically create screens from scratch?

We're evaluating the use of the solution right now. Thanks in advance.

[Joseph Chung Yin]

@Danny Yoo -

I had a typo in my response.  It is NOT to remove system default field (same as what John stated).  Sorry.

The best practice is to customize the out of the box screen template that fits your needs.

Keep in mind that JSM uses REQUEST TYPE view screen where customer submits his/her ask via the portal.  Then there is an issue view screen used by the Agents (one who is handling the customer issues) via the project UI.

Take a look at the following references -

https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-fields-of-a-request-type/

https://support.atlassian.com/jira-service-management-cloud/docs/review-and-modify-the-agent-view-layout-configuration/

Hope this helps.

Best. Joseph