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Configure the screen for subtask issue types in a JSD/JSM project?


We are using Jira Service Desk (Jira Service Management) and we have customers using it.

For some of the requests that come in, we're creating a subtask to help track the work and assign that subtask out to a different team.

Unfortunately, when we try to edit the fields for this subtask, the "Configure" button is grayed out and we see this message:

"You can't configure the layout of an issue while it doesn't have a request type."


This is making it really hard for our agents to actually work and complete these subtasks because we can't configure the fields that they see (or don't see).

We've tried to create a request type associated with the subtask issue type for this project, but that doesn't work either: we can't directly create a request type that opens a subtask issue type (which makes sense: subtask issue types can't be unparented).

Thus: how do we configure the subtask issue type for this project?


(Note: we've already tried editing the screen, and that works for the old issue view, but those changes aren't persisting for the new issue view).


6 answers

Any update?

Having the same issue here. There needs to be a way to do subtask issue layout for JSM projects

1 vote
Matthew Campo
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Jul 28, 2023

Bumping this. This is a big miss right now for our use cases, where we need to create subtasks from an original issue in JSM.


The fields I need to surface and re-arrange cannot be done so due to issue layout not being available for these subtasks 


Issue layout can only be accomplished in JSM if the issue has a request type - which requires a standard issue type.


Any guidance is appreciated

Still a problem for subtasks and any other issues we want to hide from client portal.

Any workaround ?

This is so basic that is gone wrong team. You need to allow us to amend the fields and the look of the fields for sub-tasks. This shall be top of your priority as creating sub-tasks for requests is a very common practice, as there can be multiple teams involved to complete certain types of service requests and hence it shall be possible for us to set an issue layout for sub task to match what the customer wants.  How is something like this which is actually the basic part getting missed? Can you please prioritise this please?

This is a frustrating problem that I can't find a fix for... surely theres another workaround?? 

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