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How to handle customer Request Type for subtasks?

Hi there,

I am trying to find a solution for the combination of "Sub-tasks" and the "Customer Request Type" field within Jira Service Management Server.

The problem is currently that when a user wants to create a subtask from any issue in the service project, they get the message that the customer request field is required, which would be OK. 
It it however not possible to fill in any request type on the subtask, since no option is available on the subtask:Customer_Request_Type_dropdown.png


If I understand correctly it is not possible to map a subtask to a request type at the moment:
Solved: Subtask and request type (


I have then tried to remove the "customer request type" field from the Subtask create screen, but the field still keeps getting required from Jira:

I know there is also the field configuration, but I don´t really understand how to remove the customer request type, since the only option I have for this field is "screen" and that I have tried already.

So my question is, what is the best practice for subtask and the customer request type field?
Can I remove this field somehow for the subtask issuetype or can it be (ideally automatically) be populated with the right value?

Thanks in advance!

2 answers

1 accepted

3 votes
Answer accepted

I found the answer to my question myself. In the projects workflow for the create transition there is a validator configured that makes sure that this customer request field MUST be filled.

My solution was therefore to create a new workflow, same as the one before just without this validator, and just for the Subtask issuetypes.
I have tested it and this has worked!

This request can be closed from my side.

1 vote
Erki Tammik
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May 19, 2023 • edited

@Simon Sahli 

This seems to be an interesting problem.

I wonder if it occurs because the 'Customer Request Type' field is marked as required for sub-task parent issue type, and both tasks and sub-tasks share the same screen.

My instructions might not be very precise as we are using Cloud.

Here's what I would suggest:

Go to Project Settings -> Summary.
Open your field configuration scheme (the one followed with 'DEFAULT' badge).
On the next screen, search for 'Customer Request Type' and check if you can make that field optional. You can't remove it.
Please note that field configuration might be shared with other projects.

Thanks for your feedback @Erki Tammik
I have found the answer myself after analyzing a bit further, basically it was a workflow validator that made this field mandatory for all cases and I could solve it now (see my other response).

Like Erki Tammik likes this

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