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Hi! I want to add a field in Jira ITSM [System] Incident

Giulia Silvia Canhete Rocha
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May 17, 2023

Hi everyone!

So, I use the Jira ITSM and want to put a new field when people create new tickets for us.

I want to create a field where they put which env the incident/request is.

I tried to use the forms but was very complicated to understand and neither of the changes I made worked.

Can someone please help me with that?

Thank you!

2 answers

1 vote
Mikael Sandberg
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May 17, 2023

Hi @Giulia Silvia Canhete Rocha,

Welcome to Atlassian Community!

To add a new custom field, the first thing you need to do to is create it. During the creation of the field you will be asked to associate it with screens. These controls which fields are available when you create, edit and view the issue. Once the field is added, the next thing you need to do is add it to the request form if you want to make it available on the portal, You do that by going to project settings > request types, select the request type that you want to change, and from here you add the fields. 

1 vote
Steve Long -Evelon-
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May 17, 2023

Hi @Giulia Silvia Canhete Rocha

So first things first, you'll want to create the custom field itself - let's call it 'Environment' maybe. You need to do this under the 'Custom Fields' section of the system configuration (you need to be an admin to do this). Doc: https://support.atlassian.com/jira-cloud-administration/docs/create-a-custom-field/

Next, you need to add that custom field to at least the Create screen of the project (under project settings) for the issue type that people are creating. Doc: https://support.atlassian.com/jira-cloud-administration/docs/add-a-custom-field-to-a-screen/

Then finally, you need to head over to the 'Request Types' section of the Jira Service Management project that people create tickets under, find the form/request type they usually use and click 'Add field' to add this new field. Assuming it's been created correctly and added to the relevant screen(s), it'll be available to select. Doc: https://confluence.atlassian.com/servicemanagementserver/enabling-assets-custom-fields-on-customer-portals-1044784436.html

Let us know if you have any specific questions on the above.

Hope that helps - Steve.

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