I am currently setting up JSM and adding all the custom fields that we need for service requests. The problem I am finding is that I need different fields available for this issue type depending on the request type that would be selected. That's simple enough in the customer portal and agent views as you can simply hide the fields that aren't needed but if you use the Create button in the Jira Project UI then people are displayed every field I have created for the service request issue type. Is there a way of sorting or hiding the fields so that when you select the JSM Project and then the relevant request type it filters out all the fields that are applied to that request type?
The only thing I can think of is to have lots of different issue types but then I think that is going to be complicated to maintain?
Ah…I ran into this awhile back. This is an ITSM project and the raise a request does not exist there. I do not understand the logic of this TBH and need to discuss with some Atlassian’s to better understand if this is by design, and if so why, or some oversight that will be addressed.
I guess, to answer my question, all the custom fields that are currently assigned to the create service request screen that are not required for a specific request type cannot be hidden and agents will need to use the customer portal in order to raise a request without trawling through a huge amount of fields that don't apply
You cannot hide fields based on request type. You can define what fields are shown on an issue type level. I guess the question you need to ask yourself is do you care about the extra fields that appear in the view screen? can you train your agents to fill in the proper fields based on the request type? If so then they can use the create button otherwise use the portal.
As an update I have been in contact with Jira support who have said the following
"This is expected behaviour as per the jira design the Raise a Request is not available for the IT service management however it is available for the General service project."
The below feature request has been raised
To help you with "I need different fields available for this issue type depending on the request type that would be selected."
each request type is its own form on the help center.
each Request type Form, can have its own custom fields and automations to what happens to them after the form is filled out.
you can automate each form to route to its own end project.
you have 4 request types:
File a bug with Engineering
You can set up IT help to stay in the help center (JSM)
Purchase, workflow with approval process.
File Bug, sent to engineering project
Other, can generate an email to HR/Operations for general questions..
There are countless ways to automate and customize this.
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